Driving human-AI harmony: Copilot contact center elevates customer experience
Overview
In today’s digital-first retail world, every interaction shapes customer trust. A leading UK-headquartered technology retailer with a strong online and in-store presence aimed to unify customer touchpoints under an intelligent, AI-driven platform. Partnering with HCLTech, they transitioned from legacy virtual assistants and live chat tools to Microsoft Dynamics 365 HCLTech’s Contact Center as a Service (CCaaS) and Copilot-powered virtual assistants, unlocking scalability, speed and smarter engagement.
The challenge
Reimagining customer engagement across brands
The client’s vision was ambitious to transform their customer engagement model across five distinct brands while maintaining consistency and care. This transformation required:
- Seamless migration from Nuance Nina virtual assistants and live powered CCaaS
- Preserving feature parity and unique experiences for each brand
- Enabling connected journeys from virtual assistant to live chat without service disruption
- Maintaining high containment rates while ensuring reliable escalation for complex queries
In short, the challenge wasn’t just technical; it was about ensuring that customers felt no disruption, only improvement.
The solution
Intelligent migration, zero disruption
Against an ambitious 18-week timeline, HCLTech designed a migration blueprint that combined precision, speed and intelligence.
Key solution pillars included:
- Migrated all virtual assistant and live chat systems from Nuance to Microsoft Dynamics 365 and Copilot with no service downtime
- Customized Copilot virtual assistants for four distinct brands, each aligned to its tone and audience
- Integrated Microsoft Dynamics 365 and Copilot live chat with secure, compliant data exchange for trusted interactions
- Connected Salesforce CRM via Dynamics 365 for automated case creation and tracking
- Linked Exchange Online and Power Platform for automated email transcripts
- Automated intent migration from Nuance Nina to Copilot, accelerating conversational AI enablement
- Embedded Microsoft Dynamics 365 Customer Voice for real-time post-chat feedback and continuous improvement
- Delivered operational dashboards featuring real-time and historical analytics for visibility and optimization
Key Successes
- Unified engagement: A Microsoft Copilot-powered contact center now anchors all branded websites, ensuring intelligent, consistent and empathetic customer experiences
- Smarter self-service: Copilot virtual assistants independently resolve 55% of customer interactions, cutting response times and boosting satisfaction
- Seamless escalations: The remaining 45% of complex interactions are transferred smoothly to live agents through integrated CCaaS
- Accuracy reimagined: Intent recognition accuracy improved by 100%, doubling the system’s understanding of customer needs
- Empowered agents: 350 contact center agents were onboarded onto the new platform, enhancing responsiveness and collaboration
- Enhanced trust: Secure data handling and automated workflows ensure transparency and reliability at every step
The Impact
Elevating experience, enabling agility
The migration to Microsoft Dynamics 365 and Copilot has set a new benchmark in intelligent customer engagement:
Key solution pillars included:
- Higher self-service success: Over half of customer issues are now resolved without human intervention, freeing agents to focus on high-value support
- Faster response, happier customers: Seamless live chat escalation ensures customers receive timely, contextual help
- Data-driven decisions: Rich analytics empower the client’s teams to identify trends and optimize operations in real time
- Future-ready platform: The scalable Copilot and CCaaS framework now enables rapid onboarding of new brands, geographies and capabilities
A Roadmap for intelligent customer engagement
This transformation goes beyond modernization; it’s a redefinition of intelligent customer engagement. By fusing AI-driven insights with human empathy, the client has created a blueprint for the future: a digital command center where every interaction adds value, strengthens loyalty and drives growth.
With Microsoft Copilot and HCLTech’s expertise, the client’s contact center is no longer just a service channel; it’s an engine of innovation, connection and lasting customer relationships.
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