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Public Employee Benefits Administrators transforms member services with Dynamics 365 AI agents

Public Employee Benefits Administrators — The company deployed four first-party autonomous agents in Dynamics 365 Customer Service to automate case management, intent classification, knowledge creation, and quality evaluation. Within weeks, Public Employee Benefits Administrators evaluated nearly 1,000 service interactions, uncovered a hidden service breakdown, and positioned itself to absorb a 41 percent increase in membership without adding staff.

Agent or tool
Custom agent
Topic
Customer Support
Reported on
Case study (Microsoft)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 512 by interest), and one of 266 involving Custom agent.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into your own agent or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Microsoft): https://www.microsoft.com/en/customers/story/27179-public-employee-benefits-adm…. Our summary is a paraphrase; details are in the source.

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