A major shift is happening in the way companies work—and it’s being powered by AI. One of the biggest examples comes from telecom giant Spark New Zealand, which is using Microsoft Copilot to completely transform its daily operations.
What started as small efficiency improvements has now turned into a large-scale change in how work gets done across teams.
Small Delays, Big Problems
In large organizations like Spark New Zealand, even simple customer queries can become complicated. Employees often have to switch between multiple systems, teams, and tools just to resolve a single issue.
These small inefficiencies—like repeated tasks and fragmented systems—slow down workflows and affect customer experience.
Microsoft Partnership Sparks Change
In 2025, Spark New Zealand partnered with Microsoft in one of the country’s biggest cloud and AI deals. This included a large-scale rollout of Microsoft Copilot, which laid the foundation for a major transformation in how work flows across the company.
The goal was simple: identify where work slows down and remove those bottlenecks.
AI Assistants Now Doing the Heavy Lifting
To solve these issues, Spark introduced AI-powered assistants built on Copilot. These tools bring together important customer and system data in one place, helping employees avoid jumping between different platforms.
The AI is also trained to suggest next steps in real time, making it easier for employees to handle queries quickly and efficiently.
Importantly, the company ensured that humans remain in control, with strong focus on privacy, governance, and accountability.
Faster Calls, Better Results
The impact has been significant:
- AI now handles nearly 20,000 internal queries every month
- Workload on operational teams reduced by about 60%
This means employees can spend more time solving customer problems instead of navigating complex systems.
Beyond Customer Support
The use of Copilot is not limited to customer service. Spark New Zealand is applying AI across multiple areas:
- Business operations: Setup processes are now 60% faster
- Software development: AI helps write test cases and validate changes
- Network operations: Early detection of faults and faster issue resolution
These improvements are helping the company move faster while maintaining quality.
The Future: AI That Does the Work
Spark New Zealand is now exploring the next stage—where AI doesn’t just assist but actually completes parts of the work.
From planning tasks to executing steps and handing over to humans for approval, the role of AI is rapidly evolving.
Experts say the real power of AI comes when it transforms entire workflows, not just individual tasks.
Q&A: What This AI Transformation Means
Q1. What is Microsoft Copilot?
It is an AI-powered assistant designed to help automate tasks and improve productivity.
Q2. Which company is using it in this case?
Spark New Zealand is using Copilot across its operations.
Q3. How much time is being saved?
Around 1.5 to 2 minutes per customer call.
Q4. How many queries does AI handle monthly?
About 20,000 internal queries.
Q5. What problems does it solve?
It reduces delays caused by switching between multiple systems and repetitive tasks.
Q6. Is AI replacing humans?
No, humans remain in control, with AI assisting and automating parts of the work.
Q7. Where else is Copilot being used?
In software development, business operations, and network management.
Q8. What is the biggest benefit?
Faster workflows and improved efficiency across the organization.
Q9. What’s next for AI in workplaces?
AI will start completing parts of workflows, not just assisting.
Q10. Why is this important?
It shows how AI can transform entire business operations, not just individual tasks.