Scale that matters
120 million support calls for Microsoft in 2025 — handled with Teneo AI at enterprise scale.
Case Studies / Global Technology Company
Microsoft: 120 million support calls, 91% automated
How Microsoft handled 120 million support calls in 2025 with Teneo AI — 91% automated, over 99% accuracy in understanding the request, and $30M saved per month.
Automation with accuracy
91% of those calls automated, with over 99% accuracy in understanding the request.
Savings that stick
$30M saved per month — the operating result of resolving support at machine scale without guessing.
Teneo Relieved the Contact Center From the Pressure of Customer Enquiries
The Results
With Teneo AI in production, Microsoft’s support operation runs at a scale few contact centers reach:
Enhanced Agent Performance
The solution also helped the company to improve live agent metrics. Teneo AI Agent collected information from customers related to their issues and presented it to the live agents, minimizing the need for customers to repeat themselves.
Future Expansion
The company is taking advantage of Teneo AI Agent's scalability to expand it into another proof of concept, a solution that services the company's high-priority commercial customers for one of their flagship products.
Customer Satisfaction
Ultimately, the sophisticated interaction delivers what customers come to expect from Microsoft — embodying the standard customers expect.
Total Call Understanding
Total Call Understanding measures the AI system's comprehensive ability to grasp not just the surface-level request, but the full context, intent and nuances of each customer interaction. This holistic metric goes beyond traditional containment rates by evaluating the depth of comprehension that enables truly effective resolution.
120M
Support calls in 2025
91%
Automated
Over 99%
Accuracy in understanding the request
$30M
Saved per month
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The client’s decision to select Teneo.ai is a strong proof point that we deliver the best-in-class capabilities.
CEO, Teneo.ai
The Challenge
The Challenge
Struggling with a problematic system that consistently routed inbound tech support calls to the wrong agent and failed to understand the intent of customers, this Microsoft faced a significant issue with its automated voice system.
Operational costs of the company's contact centers were increasing while customers became frustrated with long wait times and failures to find resolutions.
Key Problems:
Wrong Agent Routing: Calls consistently directed to inappropriate agents Poor Intent Recognition: System failed to understand customer needs Increased Operational Costs: Rising expenses with declining performance Customer Frustration: Long wait times and unresolved issues Resource Drain: Seven months required to address core system issues Reputation Risk: Unacceptable experience for a technology leader
The implementation of the company's first solution was supposed to improve customer experience and reduce costs, yet it did the complete opposite. The system placed a significant drain on resources as efforts to resolve core issues took as long as seven months to address.
Considering the organization's internationally acclaimed reputation as a technology leader, the experience that customers were having proved to be unacceptable. As a result, a new technology was sought to wipe the slate clean and deliver upon the standards that the company demanded of its customer service.
The Solution
For the tech giant, the decision of which new technology to invest in was critical. It could not afford to make the same mistake twice by selecting a product that caused more problems than it solved. The decision to adopt Teneo AI Agent from Teneo.ai proved to be the perfect solution to all the company's problems.
Following a rapid 10-week deployment process, the brand new system was pushed live, with improved results instantaneously recorded.
Once the company was routing 100% of its flagship product calls through Teneo, they saw agent transfer rates drop from 37% to under 10%. Teneo also saved agent call time by referring 55% of callers to the web resources. Leaders in the company’s contact center were ecstatic to see these results.
The Power of
Teneo
We help high-growth companies like Telefónica, HelloFresh and Swisscom find new opportunities with our technology.
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