Graebel has begun testing AI to automate the processing of its global relocation service orders.
According to the company, its Service Order Agent uses Microsoft Copilot Studio and Azure AI services to interpret requests received on email, extract information and apply business and compliance rules.
It then enters qualifying orders into Graebel’s proprietary globalCONNECT platform through its user interface, replicating the actions of trained operators. Any cases deemed to be ‘low confidence’, as well as exceptions and approvals, are referred to employees for review.
Graebel said the system reduces the need for manual data entry, improves consistency and speeds up turnaround times, allowing the company’s operational teams to focus on the most complex cases and further support for clients.
The pilot project covers a small number of high-volume order types, but Graebel said it could eventually be extended across more than 30 relocation service categories.
Chief Operating Officer Matt Brownlee said: ‘By adopting Microsoft Copilot Studio and AI agents, we moved beyond traditional automation to a more intelligent, scalable operating model. This helps us serve clients faster and more accurately, while allowing our teams to focus on high-value support and long-term growth’.