Innovating with AI: How AvePoint leverages AI for operational excellence and customer satisfaction

By Microsoft in Business Team

April 8, 2025

In today’s rapidly developing digital landscape, businesses must continuously evolve to stay competitive. AvePoint, a global leader in data security, governance, and resilience, embodies this spirit of innovation. In a recent interview, Dux Raymond Sy, Chief Brand Officer of AvePoint, shared how the company has harnessed the power of AI and technologies like Microsoft 365 Copilot, to transform operations and deliver exceptional value to customers.

Boosting productivity through AI

AvePoint’s journey with AI began with a clear and ambitious vision: to leverage cutting-edge technology to drive continuous improvement and empower their customers to embrace the future of work. “As a technology company supporting customers around the world, we had the massive and wonderful opportunity to adopt AI from the get-go,” said Sy. Integrating GitHub Copilot into their workflow enabled them to maximize productivity and streamline operations. Sy elaborates, “we took advantage of GitHub for Copilot to evolve and innovate our technologies. We learned a lot and sped up our development lifecycle and really improved our innovation timeframe.”

Microsoft 365 Copilot has impacted AvePoint’s teams tremendously, with 95% of pilot participants using it to simplify tasks like summarizing weekend backlogs or extracting financial data from documents into Excel. AvePoint’s people have reclaimed 1-3 hours per week with Copilot, giving them more time to focus on higher-value projects. This strategic move allowed them to rapidly evolve their technologies, ultimately leading to substantial improvements in their operational efficiency and customer experience.

Enhancing Customer Support with AI

Customer support is a critical aspect of AvePoint’s operations. By equipping support teams with AI-driven tools, AvePoint has significantly reduced issue resolution times, leading to higher customer satisfaction. “AI-powered agents, such as AvePoint’s internal tool Chat AVPT, provide self-help capabilities and streamline support processes, ensuring customers receive timely and accurate assistance,” explained Sy. Microsoft 365 Copilot has enabled AvePoint’s support team to be much more efficient, whether that comes to drafting emails quicker, finding product material faster, or responding to customers in a timelier manner. As a result, integrating AI-driven tools has become a key performance indicator for AvePoint in 2025. This use of AI has not only improved the efficiency of support teams but also enhanced the overall customer experience.

Driving Sustainable Adoption of AI

AvePoint’s approach to AI adoption goes beyond mere implementation. The company emphasizes sustainable adoption through continuous training, relevant use cases, and automated guardrails. “Like any other technology, regardless of if it’s AI or when the cloud came about, we believe in this idea of sustainable adoption,” noted Sy. To support this, they developed training materials for a pilot group of employees interested in being part of the initiative. This comprehensive strategy ensures that AI is not only integrated effectively but also used responsibly and efficiently, leading to long-term success and scale.

The focus on sustainable adoption has positioned AvePoint as a trusted advisor in AI integration, allowing them to address customer concerns from a place of experience, not just theory. As AvePoint continues to evolve with AI, their comprehensive strategy will allow them to build processes that securely unlock the full potential of digital transformation.

Key Takeaways on AI-Driven Innovation

AvePoint’s experience with AI and Microsoft’s technologies serves as a powerful example of how organizations can embrace new technology to achieve operational excellence and deliver exceptional value to customers. By adopting AI tools like Microsoft 365 Copilot and driving sustainable adoption, AvePoint has positioned itself as a pioneering leader in data security and governance. As businesses navigate the complexities of the digital age, AvePoint’s journey offers valuable insights and inspiration for those looking to harness the transformative power of AI.

AvePoint’s employees have shared their experiences, highlighting the incredible impact of AI on their operations:

Sales Team: Analyze customer data to identify promising leads.
Marketing Team: Create targeted campaign drafts while refining content strategies for better engagement.
Departmental Managers: Streamline manual processes to improve efficiency and drive better ROI
Customer Success Manager: Quickly summarize weekend backlogs to kick off each week feeling informed and ready.
FP+A Colleague: Effortlessly extract and format financial data in Excel, freeing up time for deeper analysis.

Valuable resources for harnessing the power of AI

For those looking to harness the power of AI, here are some valuable resources to help you on your journey:

Gain the Knowledge and Tools: Lead your organization through the AI revolution with our executive playbook.
Unlock the Full Potential of Microsoft 365 Copilot with our comprehensive adoption materials.
Become a Copilot Power User: Embark on a 30-Day AI productivity journey with Microsoft Copilot.
Explore Microsoft Events: Discover a wide range of training events designed to build your skills, prepare you for certifications, and provide new opportunities for your career.

By leveraging these tools and insights, businesses can stay at the forefront of technological advancements and drive even greater value for their customers and stakeholders.