Case Study: Fiducia & GAD IT AG achieves rapid, AI-powered customer support and ticket automation with Microsoft Azure

Fiducia & GAD IT AG - Customer Case Study

Fiducia & GAD IT AG, a large German IT services provider for cooperative and private banks, sought to modernize customer support by exploring bot technology. With routine ticket-status queries and complex requests tied to regulatory reporting and lengthy user manuals, the company launched a pilot with Microsoft Services to identify use cases and build a Minimum Viable Product that would reduce Call Center load and improve information access.

Using a focused UX workshop and hackathon, the teams delivered a chatbot MVP in five weeks built on Microsoft Bot Framework, Azure, Cortana Intelligence and Cognitive Services that accesses existing knowledge bases to answer ticket-status questions and parse a 600‑page manual. The approach cut custom development, proved the concept quickly, produced promising early results, and set the stage for machine-learning–driven ticket prioritization and a broader virtual assistant rollout.

Fiducia & GAD IT AG

Michael Luks

Innovation and Transfor-mation Manager