[DigitalToday reporter Chi-gyu Hwang] Microsoft has released recent examples of global corporate innovation that redesign work methods and business operations and accelerate growth through its “Frontier Transformation” strategy to deliver business results based on intelligence and trust.

Microsoft first highlighted cases in the aviation, rail, finance and security industries that introduced AI agents into work.

In aviation, it pointed to Air India, which handles 40,000 inquiries a day. According to Microsoft, Air India introduced generative AI at scale for customer service and built an AI agent, “AI.g,” based on Azure OpenAI and Microsoft Foundry models in six months. Since its launch, it has resolved more than 13 million conversations with a 97 percent success rate.

Hong Kong rail operator MTR improved the passenger experience through AI. Its Azure-based AI assistant, “AI Tracy,” provides real-time guidance on ticketing, station facilities and nearby information. MTR also introduced Microsoft 365 Copilot and the Power Platform to simplify administrative work such as drafting, summarising and analysing documents.

Tru Cooperative Bank is a case in the financial sector that raised administrative efficiency and service speed. With the introduction of Microsoft 365 Copilot and Copilot Studio, it recorded a 93 percent employee adoption rate and a 90 percent weekly usage rate. It is reinvesting the time saved into high value-added consultations and personalised services.

Security specialist ContraForce achieved automation of more than 90 percent of the time required to respond to intrusion incidents. It built an AI-based security platform combining Microsoft Sentinel, Microsoft Defender XDR, Entra ID and Azure OpenAI, and expanded a 24-hour security operations system without adding staff.

Microsoft also introduced cases of global companies and public institutions that adopted Copilot as a companywide standard to integrate fragmented environments and modernise work methods.

Food and beverage company PepsiCo standardised Microsoft Teams and deployed Microsoft 365 Copilot companywide. Daily active usage of Microsoft 365 Copilot has since reached 90 to 95 percent.

Mercedes-Benz is deploying Microsoft 365 Copilot companywide. Microsoft stressed it is one of the largest and most comprehensive adoption cases in European industry. Mercedes-Benz is also systematically integrating AI into core operating processes to cut operating costs while strengthening decision-making capabilities to respond to market changes.

In public education, Microsoft cited Broward County Public Schools in Florida as an example. The school district introduced Microsoft 365 Copilot to pursue system modernisation and a redesign of work methods.

In building materials, Cemex cut the time required for decision-making from days to seconds. It built an AI agent, “LUCA Bot,” based on Microsoft Foundry and Azure OpenAI and is providing more than 120 key performance indicators in real time.

Consulting firm KPMG introduced Microsoft Fabric to integrate a dispersed data environment. As a result, customer data onboarding time was cut 87 percent to 2 hours from 16 hours, and IT operations workload also fell 25 percent, the company said.

Tata Realty eased fragmentation risk through data integration in the real estate development industry. Based on Microsoft Fabric, it unified its engineering, data warehousing and reporting environments, cutting data processing time by 20 percent and reducing annual analytics costs by 20 to 30 percent.

Judson Althoff (저드슨 알소프), CEO of Microsoft’s commercial business division, said, “Frontier Transformation is fundamentally changing how organisations operate, compete and grow.” He said, “Through an open and secure platform that supports diverse models, Microsoft is helping companies realise human potential and turn their unique intelligence into decision-making and execution, leading to measurable business results.”