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Siag uses Copilot Studio

SIAG built a centralized Citizen Relationship Management system on Microsoft Dynamics 365 Customer Service and Contact Center to unify data, enable omnichannel support, and streamline case management on a single platform. SIAG unified citizen services with Dynamics 365 and Copilot Studio, using AI agents to deliver multilingual support and resolve 30% of cases faster. With Dynamics 365, SIAG unified citizen and employee data, improved access to services, and enabled AI-assisted case resolution, allowing Level 1 support to resolve 30% of citizen cases within weeks.

Agent or tool
Copilot Studio
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 204 by interest), and one of 116 involving Copilot Studio.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Copilot Studio 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. The tool in the source case was Copilot Studio.

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/26118-siag-dynamics-365-customer-s…. Our summary is a paraphrase; details are in the source.

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