Case Study: RepsMate halves supervisory teams and boosts efficiency with Microsoft Power BI

RepsMate - Customer Case Study

RepsMate, a Romania-based partner professional services startup, faced a common customer service challenge: agents struggled with product knowledge and effective customer interactions while the company itself worked to scale. To address this, RepsMate built an AI-driven assistant using Microsoft technologies, including Microsoft Power BI alongside Azure OpenAI Service, Azure Machine Learning and the Many Models Solution Accelerator.

RepsMate’s implementation—combining real-time AI responses, machine learning insights and Power BI analytics—turned agents into “super agents,” improving engagement and operational efficiency. The Microsoft Power BI–enabled solution helped clients such as Vodafone, eMAG and Regina Maria halve supervisory staffing needs, lift NPS by 4%, boost conversion rates by 25%, cut average handling time by 12%, and is expected to reduce chat durations by 20–30%.

RepsMate

Alin Rosca

Chief Executive Officer