Asurion Didn't Replace Its Invoice Tool. An Agent Fixed the Exceptions, and Touchless AP Passed 70%
About 30,000 PO invoices a year, roughly 90% with at least one exception. A Copilot Studio agent inside Power Automate fixes item and PO mismatches before posting: touchless went from under 20% to 55%+ in week one, then 70%+ across the Americas.
Primary source: Microsoft — Asurion gets invoice automation back on track with Microsoft Copilot Studio (October 8, 2026).
Asurion (tech care: protection, repair and device support, with 600+ uBreakiFix stores) had stalled at under 20% touchless invoice processing against a goal of roughly 80%. Its finance team looked at third-party OCR tools, then concluded the same item-mapping and exception problems would follow it to any vendor. Instead, it embedded a Copilot Studio agent in a Power Automate flow that resolves invoice exceptions before anything posts to Dynamics 365 Finance.
What the numbers say
- ~30,000 direct purchase-order invoices a year; ~90% had at least one exception
- ~25,000 indirect invoices a year; 75%+ had header-level issues
- Touchless: <20% (two vendors) → 55%+ in the first week for North and South American vendors → 70%+ across the Americas after refinement
- Working proof points on four of the biggest blockers in about one week; stated path to 85%+
How it works
When invoice capture flags an error, Power Automate hands the details to the agent, which follows a fixed set of instructions: trim or adjust a vendor item number and match it to the specific purchase order, or strip extra text a vendor appended to a PO number. A follow-up flow reprocesses the invoice so a complete record reaches the finance system. The work is narrow and deterministic; nothing about it requires the agent to use judgment.
Operator takeaway
The win came from fixing exceptions inside the tool the team already paid for, not from buying a new one. If your back office spends hours re-keying the same kinds of mismatches, that is the first job to hand an agent. Asurion's own advice: start with something attainable, earn trust, then expand. Its next steps are journal-entry review, month-end reconciliation and cash application, with read-only access where possible and a person reviewing before anything posts.
Caveat: all figures come from a Microsoft customer story (published October 8, 2026), and the 85% target depends on work still in testing.
Sources: Microsoft — Asurion gets invoice automation back on track with Microsoft Copilot Studio.
