Microsoft 365 Copilot for Sales (Zurich Commercial Insurance)
by Zurich Insurance Group (Commercial Insurance) · Primary insurer
Market unit: Global
Zurich's commercial insurance business uses Microsoft 365 Copilot for Sales, which brings generative-AI assistance and CRM insights from Microsoft Dynamics 365 Sales, adopted by Zurich in 2019, into Outlook and Teams for client- and broker-facing teams. From the Outlook side pane users create, update and link email contacts with CRM opportunities, get summaries of long email threads and past interactions, and draft emails, which also helps non-native speakers. Microsoft's customer story of April 2025 reports about 300 users and estimated savings of around 14,000 hours a year, plus user-reported improvements in sales and retention ratios (vendor-reported). Zurich described itself as still early in the journey; the teams manage more than 100,000 active opportunities.
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Business context
- Value chain steps
- Marketing and distributionCustomer service
- Insurance branches
- Property insuranceLiability insurance
- Application scope
- Internal only
- Country or market unit
- Global
Value and impact
- Added value category
- Efficiency gainRevenue increase
Technical details
- AI category
- Generative AI
Compliance and governance
- EU AI Act risk category
- Limited risk
- EU AI Act role
- Deployer
- Relevant policies
- EU Artificial Intelligence ActGeneral Data Protection RegulationSwiss Federal Act on Data Protection
Metadata
- Development type
- Scaled application
Community
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