Navien Drives AI-Powered Process Excellence with Microsoft Azure
Navien is pushing the boundaries of business process excellence by leveraging AI-powered capabilities on Microsoft Azure. With data and processes more connected, the company has applied AI in various functions where it delivers immediate value.
Using Microsoft Foundry and Copilot Studio, Navien has developed AI-driven capabilities tailored to specific roles and workflows. The expansion of Microsoft 365 Copilot has also supported individual productivity across the business.
The use of AI models has analyzed historical purchasing data, supplier performance, and market signals to identify cost reduction opportunities in procurement. This same ability to surface relevant information quickly extends to R&D and manufacturing, where teams search material, design, and production data using natural language to locate specifications or troubleshoot issues on the floor.
Customer service has seen a significant shift with AI-powered systems handling a growing share of inquiries and freeing agents to focus on more complex interactions. To support adoption at scale, Navien established a governance model that includes a data and AI Center of Excellence and a network of business-led champions.
The company's work is already translating into measurable business impact, including a 12,760-hour annual saving through process automation, freeing employees to focus on higher-value work. Cloud migration is also well underway, with 38 of 40 systems now on Azure, expected to deliver approximately KRW 2.1 billion in total cost of ownership savings over five years.
Looking ahead, Navien is targeting 280,000 hours of productivity gains over three years, equivalent to approximately 144 digital employees. AI-powered customer service is also expected to handle 10% of inquiries and deliver approximately 20% in labor cost savings.