SSE creates a compliant, nuanced virtual assistant using Microsoft Copilot Studio and Azure OpenAI | Microsoft Customer Stories
Improve customer conversations without sacrificing trust or compliance.
This customer story shows how Copilot Studio and Azure OpenAI helps SSE:
> Deliver more natural, context-aware customer interactions
> Increase positive customer reactions by 53%
> Achieve 99% accuracy in intent recognition and responses
Read this customer story to see how SSE is achieving measurable CX improvements with Microsoft Copilot Studio and Azure OpenAI.
What is SSE's virtual assistant?
SSE's virtual assistant, named Nero, is a conversational AI tool developed using Microsoft Copilot Studio and Azure OpenAI. It is designed to handle customer queries in a nuanced and conversational manner, transforming how SSE engages with its users. Since its launch, Nero has increased positive customer reactions by 53% and improved intent recognition and answering accuracy by 99%.
How does Nero ensure compliance and accuracy?
To ensure compliance and accuracy, SSE has established a framework of guardrails in collaboration with Microsoft. This framework allows Nero to draw answers from a comprehensive knowledge base while adhering to strict regulatory standards. The use of Azure AI Foundry tools, including Retrieval Augmentation Generation (RAG), helps maintain the quality and reliability of the responses provided to customers.
What future developments are planned for Nero?
SSE plans to evolve Nero into an omnichannel solution with multimodal capabilities. Future enhancements may include personalized analytics, voice interaction, and the ability to understand scanned documents and images of meters. This development aims to further improve customer service and empower users to manage their energy usage more effectively.
SSE creates a compliant, nuanced virtual assistant using Microsoft Copilot Studio and Azure OpenAI | Microsoft Customer Stories
published by Definitive Solutions
Definitive Solutions was founded in 1999 by Peter Meade who has over 30 years in the IT industry. We deliver IT managed services, cloud and security solutions to our SMB and Enterprise clients throughout Ireland and Internationally.
We are not just another MSP; our technical skill is given, but our success has been built on the ethos of trust and our focus is always on building strong relationships. Our approach is to really understand our clients’ business challenges and goals, and implement bespoke technology products and services which meet their unique business requirements.
As an independent private company, you can trust us to give impartial advice. We stand over every product and service we recommend and will only offer the right solutions for our clients. There is no such thing as ‘one size fits all’.
Our focus on professional trust and relationships does not just apply to our long-established clients; it continues within our dedicated team, evidenced by one of the strongest retention rates in the industry, and with our partners.
All of the growth and success our business has enjoyed is a result of our outstanding team of people and we all share a passion for providing the best customer experience.
Our clients range across all industry verticals including financial services, public sector, distribution, pharma and charities. Many of our clients operate within highly regulated industries, and adhere to strict compliance and regulation standards and we work closely with them to ensure their technology strategy is aligned with their compliance responsibilities.
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