Banco Hipotecario transforms banking and customer service with Dynamics 365 and Copilot Studio AI agents

Banco Hipotecario S.A. is a leading financial institution in Argentina that specializes in mortgage lending and housing finance.

To integrate with cloud-based services, reduce development time, and improve customer support, the bank moved from an on-premises environment to Microsoft Dynamics 365 Sales and Dynamics 365 Customer Service. Banco Hipotecario also used Microsoft Copilot Studio to create two AI agents for employees and customers. With these solutions, the bank achieved a 114% increase in its NPS, delivered a 360-degree customer view for employees, and achieved measurable cost savings.

A banking pioneer’s digital ambition

Through its extensive branch network and digital banking platforms—including Home Banking and Mobile Banking—Banco Hipotecario serves individuals and families across Argentina with personal loans, savings accounts, investment options, and its core mortgage products. Committed to financial inclusion and sustainable development, the bank has positioned itself as a key player in the Argentine banking sector.

With thousands of employees across the organization using Dynamics 365 Sales and Dynamics 365 Customer Service to support both personal and corporate banking, the bank recognized that delivering faster, more personalized service required a fundamental technology transformation.

For years, Banco Hipotecario ran Dynamics 365 Customer Engagement on-premises. Internal security policies prevented access outside the bank’s physical network. This restriction meant no integration with cloud-based services, effectively isolating the CRM from the modern digital ecosystem.

The impact was significant. Development cycles were longer. Incident resolution was delayed because the team only had visibility into issues from the previous day, with no real-time monitoring. The on-premises environment required specialized maintenance skills the bank did not have in-house. Meanwhile, the on-premises version was fixed to a single release, and upgrade costs were difficult to justify.

For customer service agents, daily work was especially challenging. Resolving a single case meant navigating through multiple layers of menus and extensive case classifications. Reporting relied on SQL console reports, and customers who needed to file complaints or report issues had to send an email, make a phone call, or visit a branch in person.

Building a cloud-first, customer-centric digital branch

After evaluating several alternatives before deciding to move to the cloud, Banco Hipotecario chose Microsoft Dynamics 365 for its native Office and Power Platform integration, competitive pricing, and strong local support in Argentina.

The migration began in 2023 and concluded in 2025, when the bank went live with Dynamics 365 Sales and Dynamics 365 Customer Service. Notably, Banco Hipotecario completed the entire two-year migration in-house, supported by Microsoft FastTrack and Unified Support.

The process was challenging. Teams rebuilt key customizations, updated integrations, and thoroughly tested the environment to ensure performance and stability. Database cleanup and optimization took nearly a year and required close coordination across teams to remove outdated records and unnecessary stored data.

“Moving to Dynamics 365 Online gave us the foundation to modernize how we serve customers and support employees. With Copilot Studio, we are turning that foundation into faster answers, better experiences, and a more agile bank,” says Rodrigo Espinosa, Head of CRM, Banco Hipotecario.

Today, Dynamics 365 Sales empowers sales teams, while Dynamics 365 Customer Service supports customer-facing operations. The solution enables end-to-end product purchase management, provides a 360-degree customer view, and supports both personal and corporate banking across branches and remote channels. Post-sales service is managed through in-person and self-service channels, including Home Banking and Mobile Banking.

The bank also replaced SQL console reporting with a modern analytics stack of Databricks, Azure Data Lake, and Power BI, enabling branch-level reporting for the first time. Azure Application Insights and Azure Key Vault now provide real-time monitoring, proactive issue detection, and secure credential management. A dedicated internal team now builds Power Automate flows for process automation. To support development work, Banco Hipotecario uses Azure DevOps and GitHub Copilot under bank‑provided licenses, which are already in use across the team.

MAIA and DynaBot: AI agents that never sleep

One of the most visible outcomes of the cloud migration is the creation of two AI-powered chatbots built with Microsoft Copilot Studio—one for employees and one for customers.

The internal agent, MAIA, launched in 2025 and is used by employees across the bank. MAIA supports employees with operational and IT-related requests, product information, and internal knowledge access. Before MAIA, employees submitted IT helpdesk tickets and waited days for responses. Now they get instant answers, with information previously scattered across PDFs and the bank’s website centralized 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,” says Pablo Ruggieri, Technical Lead, Banco Hipotecario.

DynaBot, an external customer-facing agent now preparing for launch, captures information required to support customer service requests and automatically creates incidents in Dataverse. Once live, customers will be able to report debit card discrepancies, file complaints, request products, and resolve account issues directly through WhatsApp and Microsoft Teams. Customer service agents will manage and respond to those incidents through the same workflow.

Previously, customers needed to email, call, or visit a branch. DynaBot removes that friction entirely. “DynaBot will make the entire support process much faster for our customers, and enable us to give them more attention,” Ruggieri says. “That will help us improve our customer satisfaction scores.”

Driving a surge in customer loyalty and satisfaction

The impact of Dynamics 365 and the new AI agents was immediate and measurable. Internal tests showed that DynaBot reduced average case creation time by 80% compared with manual processes. Between June and September 2025, human-assisted channels recorded significant Net Promoter Score (NPS) improvements: WhatsApp operator support increased by 182%, phone support increased by 150%, and branch support improved by 9%, resulting in an overall NPS increase of 114%. NPS is a key metric for customer loyalty and satisfaction. “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,” Ruggieri says.

Banco Hipotecario is also seeing substantial cost savings from implementing Dynamics 365. On the infrastructure side, database storage was reduced by 92%, generating significant cost savings.

Incident resolution times improved by at least 24 hours, because IT teams can now detect and act on issues proactively using Azure Application Insights, often before end users even report them. The solution has been broadly adopted across customer-facing teams, achieving a 91.7% adoption rate, with users adapting to the new opportunity stage flow in about two weeks.

Beyond the metrics, the cloud platform receives weekly updates automatically, eliminating the costly version-lock and upgrade cycles of the on-premises era. Employees find the solution more intuitive, cross-functional collaboration has increased, and a culture of innovation is emerging across the organization.

What’s next

With a strong cloud foundation, Banco Hipotecario is planning an expansion of its Microsoft ecosystem. Near-term priorities include deploying Copilot for Sales and Copilot for Customer Service, building additional chatbots, and rolling out Omnichannel for Dynamics 365 with native WhatsApp and Exchange integration.

Looking further ahead, the bank is evaluating Dynamics 365 Finance, Contact Center, Field Service, and Customer Insights. On the development side, Grafana integration with Application Insights will enhance operational monitoring. For Banco Hipotecario, the cloud migration was not the destination—it was the launchpad for a fully AI-powered banking platform.