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Goals and challenges
Microsoft Copilot in Customer Service is your strategic partner to enable customer service teams. 43% of customer service reps report they were overwhelmed by the number of systems and tools needed to complete work. With Microsoft Copilot, embedded directly into agent desktops, Customer service teams can find answers fast and collaborate easily.
Transform Customer Service processes
Diagnosis
Resolution
Support entry
Scenarios Copilot can assist with
Microsoft Copilot opportunity to impact key functional area KPIs
Review our KPI overviews and view additional scenario details.
Average resolution time
Microsoft Copilot can help with lowering resolution times which in turn leads to increased agent productivity and higher customer satisfaction rates.
KPI — Average resolution time
Microsoft Copilot can help with lowering resolution times which in turn leads to increased agent productivity and higher customer satisfaction rates.
How Copilot can average resolution time
Boost productivity
- Rapidly research customer interactions
- Create first drafts faster
- Check for similar issues and resolutions
- Quickly send follow-up communications
Reduce churn
- Address more queries in less time
- Personalize solutions
- Improve staff availability based on automated capacity-based scheduling
- Diagnose problems faster
Roles
- Customer Service Manager
- Customer Service Agent
Microsoft AI solutions
- Copilot for Microsoft 365
- Copilot for Service
Calls handled by agents
Organizations can use Copilot to develop self-service options for customers whether that is natural language search on a website or automated call systems. These solutions can reduce the number of calls that require a customer service agent.
KPI — Calls handled by agents
Organizations can use Copilot to develop self-service options for customers whether that is natural language search on a website or automated call systems. These solutions can reduce the number of calls that require a customer service agent.
How Copilot can calls handled by agents
Self-service bots
- Create knowledge databases that Copilot can access
- Use web-based chat bots or call automation.
Improve quality
- Improve product documentation
- Improve product designs and quality
Roles
- IT App Develoepr
- Product Designer
Microsoft AI solutions
- Copilot for Microsoft 365
- Copilot for Service
- Copilot Studio
Customer satisfaction score (CSAT)
Microsoft Copilot can improve customer satisfaction by providing real-time AI assistance for faster issue resolution, generating personalized email responses, analyzing customer feedback, and allowing agents to focus on delivering high-quality service.
KPI — Customer satisfaction score (CSAT)
Microsoft Copilot can improve customer satisfaction by providing real-time AI assistance for faster issue resolution, generating personalized email responses, analyzing customer feedback, and allowing agents to focus on delivering high-quality service.
How Copilot can customer satisfaction score (csat)
Incorporate feedback
- Rapidly analyze customer feedback
- Quickly create recommendations
- Swiftly update scripts and processes
- Create communications to socialize the changes
Enhance customer loyalty
- Better understand customers
- Resolve issues on the first call
- Limit the need for escalations
- Anticipate emerging trends
Roles
- Customer Service Manager
- Customer Service Agent
Microsoft AI solutions
- Copilot for Microsoft 365
- Copilot for Service
First call resolution (FCR)
In customer service, First Call Resolution (FCR) is a game changer because it improves customer satisfaction, enhances agent efficiency, and fosters long-term customer loyalty.
KPI — First call resolution (FCR)
In customer service, First Call Resolution (FCR) is a game changer because it improves customer satisfaction, enhances agent efficiency, and fosters long-term customer loyalty.
How Copilot can first call resolution (fcr)
Improve customer satisfaction
- Diagnose a problem quickly using external and internal databases
- Automated analysis using customer data and knowledge base
- Quicker and more accurate draft responses based on historical resolution data
- Proactive and personalized follow-up communications
Enhance agent efficiency
- Address more queries
- Research customer information
- Organize information from past interactions
- Completely focus during the interaction
Roles
- Customer Service Manager
- Customer Service Agent
Microsoft AI solutions
- Copilot for Microsoft 365
- Copilot for Service
Service quality score
AI is elevating service quality in the professional services industry by enabling smarter, more efficient, and customer-centric operations.
KPI — Service quality score
AI is elevating service quality in the professional services industry by enabling smarter, more efficient, and customer-centric operations.
How Copilot can service quality score
Analyze trends
- Rapidly identify themes and trends
- Access data from multiple data sources using single interface
- Recommend actions to address pain points using customer data, past service interactions and knowledge database
- Analyze agent effectiveness
Focus interactions
- Rapidly update scripts and issue logs
- Limit need for escalations
- Completely focus during interactions
- Quickly recap the interaction and action items
Roles
- Customer Service Manager
- Customer Service Agent
Microsoft AI solutions
- Copilot for Microsoft 365
- Copilot for Service
Customer Service roles
Customer Service Account Manager
Customer Service Manager
Customer Service Representative
Escalation Manager
