Billy integrates Salesforce with Microsoft Azure AI software to automate the classification of incoming cases. Using intelligent prompting, Azure AI assigns categories to cases within Salesforce, reducing manual effort and improving accuracy. During the initial proof-of-concept phase, automation resulted in time savings of 15 days per year, marking it as an essential first step in our AI journey.
The next phase of Billy is set to drive even greater impact: by harnessing Primagaz Belgium’s extensive data, Azure AI will generate automated responses to cases, ranging from informational messages to pre-filled templates that employees can refine. This enhancement is expected to save 115 days of employee time per year.
Billy marks SHV Energy’s first step towards smarter, AI-powered workflows. As we refine and expand artificial intelligence solutions, we continue to optimise processes, empower employees and drive long‑term improvements across our business.
"By embracing AI, we are not just saving time – we are redefining how we deliver smarter, faster and more sustainable solutions to our customers."
Customer Care Manager - Primagaz Belgium
