Azure SFA, CRM CoPilot | Trilogix Cloud

CHALLENGES

Business drivers included:

Inability to find correct data to service client queries
Poor data, or out of context, not up-to-date-data
Unstructured data not stored, organised properly
High Customer Service costs
Latency in reply
Automation lacking
Inability to drive future revenues

The firm needed to centralise data (data lake), build a proper SaaS CRM (digital, BFF, React) and allow AI to reduce costs for queries, searches and data retrieval. Azure CoPilot Studio was a simple choice.

INDUSTRY

Finance - WMS — Highly Regulated

SOLUTION

The Solution can be summarised.

The Problem:

WMS business is constrained by siloed and fragmented data
Critical information for frontline employees and clients is scattered across multiple systems
Difficult to build automated, intelligent business processes

The Solution:

Secure, scalable, and intelligent ecosystem of Copilot agents
AI: access, act upon a common-Federated data platform
Consolidate data access: standardize governance, and empower business units to rapidly build and deploy intelligent agents

ROI:

Project could self finance
Improved Data
New Products, Business Domain ownership
Reduced Costs/Automation

BENEFITS

Business Outcomes and Roadmap

Quick wins that build trust and demonstrate value

Phase 1: Internal Efficiency: Select a low-risk, high-impact internal use case

Use Case: Customer Service Agent for retrieve policy documents answer common client inquiries by accessing Dynamics 365 data

Phase 2: Targeted Augmentation: Expand to a more complex, business-facing process

Use Case: A Compliance Check Agent live banking data to perform a series of automated checks on a transaction, flagging potential risks for a human to review

Phase 3: Strategic Innovation: Deploy advanced agents to drive Revenue

Use Case: A Personalized Lending Agent that, with customer consent, analyses historical and current data (from the Fabric Data Lake)
Offers tailored product recommendations and insights, improving the user experience and increasing lending opportunities