By Laura Hyde |
Argentine bank Banco Hipotecario has deployed two AI agents using Microsoft Copilot Studio to improve employee and customer services following a two-year migration from an on-premises deployment of Dynamics 365 to Dynamics 365 Online.
The bank, which specialises in mortgage finance alongside personal loans, savings accounts and investment products, began its cloud migration in 2023 and went live with Dynamics 365 Sales and Dynamics 365 Customer Service in 2025.
“Moving to Dynamics 365 Online gave us the foundation to modernise how we serve customers and support employees,” said Rodrigo Espinosa, head of customer relationship management at Banco Hipotecario. “With Copilot Studio, we are turning that foundation into faster answers, better experiences, and a more agile bank.”
Dynamics 365 Sales empowers the bank’s sales teams, while Dynamics 365 Customer Service supports customer-facing operations. The bank also replaced SQL console reporting with a modern analytics stack of Databricks, Azure Data Lake, and Power BI to enable branch-level reporting for the first time.
Azure Application Insights provides real-time monitoring and proactive issue detection, while Azure Key Vault supports secure credential management. Banco Hipotecario also uses Azure DevOps and GitHub Copilot, under bank-provided licences, to support development work.
AI agent MAIA was launched in 2025 and gives bank employees instant access to operational and IT information, product information and internal knowledge. Previously employees would have to submit IT helpdesk tickets and could wait days for the information. The agent brings information previously spread across PDFs and the bank’s website into a single conversational interface.
“All the bank’s employees need better tools to do their work every day, and we used Copilot Studio to create MAIA, an agent that automates information and tasks and brings everything together into one channel,” said Pablo Ruggieri, technical lead at Banco Hipotecario.
The second AI agent, DynaBot, is being prepared for launch. It will capture information from customers and automatically create incidents in Dataverse. Internal tests have shown DynaBot can reduce average case creation time by 80 per cent compared with manual processes. It has been designed to help customers with reporting debit-card discrepancies, filing complaints, requesting products, resolving account issues and more. Customers will be able to interact through WhatsApp and Microsoft Teams, while customer-service employees manage the resulting incidents through the same workflow.
“DynaBot will make the entire support process much faster for our customers, and enable us to give them more attention,” said Ruggieri. “That will help us improve our customer satisfaction scores.”
Banco Hipotecario has already recorded significant improvements in Net Promoter Score (NPS). WhatsApp operator support increased by 182 per cent, phone support by 150 per cent and branch support by nine per cent, contributing to an overall NPS increase of 114 per cent between June and September 2025.
“With the bots we built using Copilot Studio, we have seen improvements for our customers using WhatsApp, and as a result, the human attention we give them is better than before,” said Ruggieri.
Read more about the project, and details of Banco Hipotecario’s future plans, on the Microsoft website.