One idea, real impact: how AI is transforming the way we work

What if one idea could change how a team works overnight? Not as a concept, but in daily practice. Faster, smarter and with clear results.

That is exactly what happened within Customer Operations. During his internship, Anshul developed a smart AI solution that scans freight documents and flags only the documents that require action. Now part of the Customer Operations team, he continues to build on the development of this solution.

What started as a focused answer to a specific challenge quickly proved something much bigger. It showed that AI is not just something we explore. It is something we can apply today, using the tools we already have. No additional budget, no new systems, just a smart idea turned into a measurable impact. And that is what makes this story worth exploring.

The AI solution developed within Customer Operations has transformed the way the team handles freight documentation. Instead of manually reviewing every document, the AI agent now filters out the small number that require action. This significantly reduces repetitive work and allows the team to focus on activities that directly improve customer value and service quality. 

“The AI agent saves significant time, but more importantly, it frees the team to focus on work that makes a difference for the customer. It is proof that AI can work in our day-to-day,” says Jolien. She explains how the solution improved efficiency within her team and why practical AI applications can create immediate value in daily operations.

What started as one focused AI initiative quickly became an example of how collaboration across departments can accelerate innovation. By bringing together Business, IT, and Continuous Improvement from the beginning, the team created a scalable approach that can now be applied to future AI projects across the organisation.

“Working together with different departments really helps. My job is to bring this connection to other business groups so they can learn from it,” says Erik. He shares how knowledge sharing and cross functional collaboration help successful solutions grow beyond a single team or process.

This case demonstrated that AI is more than a trend. By building a practical and measurable solution within the existing Microsoft ecosystem, the organisation proved that AI can already support daily operations without requiring entirely new systems or major investments.

“Keep exploring and learning on AI, at the moment this area is occurring significantly faster than the adoption of the internet,” says Jasper. He reflects on the rapid development of AI and explains why collaboration, scalability, and responsible implementation are essential for sustainable growth.

What makes this story especially powerful is where it began. During his internship, Anshul identified a clear operational challenge and developed a proof of concept that could automatically scan freight documents and flag exceptions. The impact of the solution quickly became visible, leading to measurable improvements in efficiency and resolution time.

“Start small, but keep the bigger picture in mind. Focus on one clear pain point, validate through a pilot and use what is already available. Involve the right people early and always show the impact, because that is what gets people on board,” says Anshul. He shares how a practical mindset and close collaboration helped turn one idea into a scalable solution with real business impact.