A bank's bot opens the support case for you, 80% faster
Microsoft says Banco Hipotecario's DynaBot, built in Copilot Studio with Dynamics 365, captures a customer's issue and creates the incident in Dataverse, cutting average case-creation time by 80% against manual handling. Vendor-published.
- Agent or tool
- DynaBot (Copilot Studio)
- Topic
- Customer Support
- Reported on
- Case study (Microsoft)
- Added
- 2026-10-29
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 21 sightings filed under Customer Support on Agent Sightings (number 20 by interest), and one of 1 involving DynaBot (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 DynaBot (Copilot Studio) or any similar agent and adjust the details to your situation.
Ask the customer what went wrong, fill in the case form from their answers, and create the incident. Ask again if something required is missing.
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/26969-banco-hipotecario-github-cop…. Our summary is a paraphrase; details are in the source.
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