CSX wanted to provide customers with a faster way to track freight, manage shipments, and access rail logistics services through its online portal.
The company selected Microsoft Copilot Studio and Azure AI Foundry to build an AI assistant. Copilot Studio enables faster upload of knowledge articles while AI Foundry drives real time data access across multiple backend systems.
In the first 45 days of operation, over 1,000 customers consulted the AI assistant across more than 4,000 conversations. Other agents are now in development, including an agent that supports thousands of rail workers across the company.
