Case Study: Konica Minolta achieves faster IT support and improved chatbot accuracy with Microsoft Power BI

Konica Minolta effectively handles user inquiries increased due to rise of teleworking, via a chatbot developed with Microsoft Teams, Azure, and Power BI

Konica Minolta faced a sharp increase in internal IT inquiries as teleworking expanded during COVID-19 and needed to streamline, aggregate, and automate service operations while maintaining service quality. To address this, Konica Minolta deployed a chatbot, Litera, integrated into Microsoft Teams and built using Microsoft Azure Bot Service and QnA Maker, while leveraging Microsoft Power BI and Power Automate for monitoring and workflow automation.

The solution used Microsoft Power BI to automatically analyze bot logs and Power Automate to speed update cycles, enabling fast improvements in reply accuracy and UI refinements. As a result, Konica Minolta grew its FAQ dataset from 140 to 650 items, handled about 5,000 questions in seven months (~24/day), and cut roughly 7.7 person‑months of work, while increasing after-hours support availability and employee IT self‑service adoption—outcomes driven by the Microsoft Power BI–enabled analytics and automation.

Konica Minolta

Go Kawakami

Information System’s Core Technology Department