Transforming Customer Support: PKO Leasing’s Success with Dynamics 365

In today's fast-evolving business landscape, superior customer support is a pivotal factor for market leadership and customer loyalty. PKO Leasing, one of Poland's leading leasing companies, exemplifies how embracing innovative AI-powered solutions via Microsoft Dynamics 365 can radically transform customer support operations — driving efficiency, personalization, and omnichannel engagement.

Background: The Challenge of Modern Customer Support

The rise of digital communication channels and ever-higher customer expectations have put traditional customer service models under immense pressure. Common pitfalls include long resolution times, fragmented customer data, repetitive manual tasks, and inconsistent service quality across channels.

For PKO Leasing, a company dealing with a broad customer base and complex leasing products, these challenges threatened their competitive edge. The company needed a robust, scalable system that could integrate multiple interaction channels, harness AI to automate routine operations, and provide actionable insights to support agents.

Embracing Microsoft Dynamics 365 and AI Integration

PKO Leasing’s digital transformation journey led them to adopt Microsoft Dynamics 365 Customer Service platform enhanced with AI-driven capabilities. Dynamics 365 offers a unified CRM ecosystem backed by Microsoft Dataverse, enabling seamless data integration and a 360-degree view of customer interactions.

Leveraging Dynamics 365’s AI service agents — specifically the Case Management Agent, Customer Intent Agent, and Customer Knowledge Management Agent — PKO Leasing automated key support workflows:

  • Case Management Agent automates case creation, follow-ups, and even self-resolution when appropriate, freeing human agents from repetitive administrative tasks.
  • Customer Intent Agent applies natural language processing and pattern recognition to clearly understand customer requests, facilitating faster, more accurate responses.
  • Customer Knowledge Management Agent continually updates and enriches the knowledge base, ensuring that agents and customers access the most current and relevant information.

Additionally, through Dynamics 365's omnichannel functionality, PKO Leasing supports customers seamlessly across voice, chat, email, and social media, all managed within a single platform.

Technical Insights: AI-Powered Omnichannel Contact Center

The power behind this transformation lies in Microsoft's AI and natural language processing (NLP) technologies integrated into Dynamics 365:

  • AI Agents operate in real-time, analyzing interaction data to predict customer intent and automate case handling.
  • The Copilot Studio allows PKO Leasing to customize AI agents and workflows without heavy coding, tailoring automation to their specific leasing processes.
  • Multilingual voice agents enable handling calls in customers' preferred languages, with seamless escalation to human agents when needed, maintaining context continuity.
  • Continuous learning algorithms ensure that the AI agents improve with every interaction, fostering a smarter and more efficient support system over time.

Implications and Business Impact

The results for PKO Leasing have been outstanding:

  • Improved Efficiency: Reduction in average handling times and faster resolution rates thanks to automation and intelligent routing.
  • Elevated Customer Experience: Personalized and consistent interactions across channels with rapid responses increase satisfaction and loyalty.
  • Empowered Support Team: Agents now focus on complex issues requiring human empathy and decision-making rather than procedural workload.
  • Cost Optimization: Automated workflows and reduced case backlog lower operational costs without compromising service quality.

Moreover, this project demonstrates how AI in customer support is shifting from mere automation to augmented intelligence — enabling a synergy between AI capabilities and human expertise.

Broader Context: Microsoft Dynamics 365 Leadership in AI Customer Service

PKO Leasing’s success is part of a wider trend where Microsoft is rapidly enhancing its Dynamics 365 portfolio with generative AI and intelligent agents. These developments position Microsoft at the forefront of modern CRM innovation, setting benchmarks recognized by industry analysts for AI-integrated omnichannel customer service solutions.

Organizations worldwide are following suit. Companies like Lenovo have recorded significant productivity gains, and others benefit from multilingual AI chatbots that scale effortlessly across global markets.

Conclusion

PKO Leasing’s innovative use of Microsoft Dynamics 365 AI tools illustrates the potential to transform customer support from a cost center into a competitive differentiator. By leveraging AI-powered case management, intent recognition, and knowledge management, combined with seamless omnichannel integration, companies can significantly enhance customer experiences while streamlining internal operations.

As AI technologies continue to evolve and embed deeper into CRM platforms, the future of customer support looks increasingly intelligent, personalized, and efficient—just as PKO Leasing has successfully demonstrated.

These sources demonstrate the state-of-the-art AI innovations underpinning PKO Leasing's transformation and reflect verified publicly available industry insights.