On behalf of the agency WITIVIO, support for the client GENERALI in the creation of a Proof of Concept (POC), a Microsoft Teams application powered by Copilot Studio

July 2025 - October 2025 (4 months)

SITUATION : Generali France, one of the leading insurers in France with over 9,300 employees, faced a growing volume of IT Support Desk tickets, creating workload pressure on internal IT teams and inflating operational costs. To address this, Generali engaged WITIVIO to develop a POC leveraging Microsoft Copilot Studio — a rapid prototype to assess the potential of AI-powered automation within the Microsoft Teams ecosystem.

TASKS : Define and manage the delivery of a Microsoft Teams application integrating AI features via Copilot Studio, from scoping to beta launch and production rollout, targeting a measurable reduction in IT support ticket volume and associated costs.

ACTIONS :

• Definition and scoping of the POC with key stakeholders
• Coordination of beta testers and feedback collection cycles
• Design and prioritization of the product backlog and feature roadmap
• Specification and delivery of a real-time network incident dashboard
• Specification of an AI-powered ticket creation flow (anomaly & service request) via natural language prompt
• Specification of a ticket tracking and editing module
• Setup and configuration of a Copilot Studio chatbot with a Generali-specific Knowledge Base
• Functional & acceptance tests
• Coordination of the go-live deployment across the internal Generali network

RESULTS :

• POC delivered within a tight timeline, validating the technical and business feasibility
• Beta successfully launched with a selected group of internal users
• Application deployed in production across Generali France's internal network (~9,300 employees)
• Target: 50% reduction in new IT Support Desk tickets
• Automation of repetitive IT support tasks, reducing operational costs