Case Study: Directly helps Microsoft resolve 2 million support issues a year with Microsoft Corporation solutions

Directly and Microsoft work together to resolve 2 million customer support issues a year

Directly helps Microsoft improve customer support by combining AI with human brand advocates, using Microsoft services such as Azure Bot Service, Dynamics 365 Customer Service, and Power Virtual Agents. The challenge was to deliver faster, more empathetic support at scale across growing product lines and fluctuating issue volumes, while improving consistency and reducing reliance on traditional contact-center staffing.

Using Microsoft’s platforms, Directly implemented automated support for simpler issues and routed more complex cases to knowledgeable gig-based experts. The result for Microsoft has been more than 2 million support issues resolved annually, over 90% customer satisfaction, and 25% of Xbox issues automated. Microsoft also gained faster scaling, shorter time to competency, and more consistent service levels.

Directly

Mike de la Cruz

Chief Business Officer