Case Study: Fiducia & GAD IT AG achieves rapid customer-service automation and ticketing insights with Microsoft Power BI

Banking Bots The future of communication

Fiducia & GAD IT AG, an IT‑service provider for cooperative and commercial banks, sought to modernize customer service by adopting bot technology to handle routine support queries and improve information access. Working with Microsoft technologies—including Microsoft Power BI alongside Microsoft Cognitive Services, the Bot Framework, Cortana and Azure components—the company targeted ticket/status inquiries (about 10% of requests) and the challenge of navigating large documents like a 600‑page user manual.

Microsoft Power BI and Microsoft Services delivered a chatbot MVP in five weeks that connects to existing knowledge bases, reports ticket status, and extracts answers from complex documents, with out‑of‑the‑box multilingual support and analytics. The pilot produced promising results—rapid delivery, reduced pressure on the call center by automating common ticket queries, improved insight into query trends via dashboards, and a clear roadmap toward machine‑learning driven prioritization.

Fiducia & GAD IT AG

Sebastian Kohlhepp

Project Manager in Customer Service