Case Study: Fiducia & GAD IT AG achieves more efficient customer communication with Microsoft Corporation

Fiducia & GAD IT AG - Customer Case Study

Fiducia & GAD IT AG, a large German banking IT provider, wanted to modernize customer service and support by exploring bot technology for handling support requests, ticket status inquiries, and document search. The company worked with Microsoft Corporation using services including Azure Search, Microsoft Bot Framework, Cortana Intelligence Suite, and Microsoft Consulting Services to define use cases and build a minimum viable product.

Microsoft Corporation delivered a chatbot MVP in just five weeks, enabled by a design and UX workshop and agile implementation. The solution could access knowledge bases, retrieve ticket data, and answer questions from large manuals, helping reduce call center pressure and improve communication; the pilot produced very promising results and showed strong potential for a future virtual assistant.

Fiducia & GAD IT AG

Michael Luks

Innovation and Transfor-mation Manager