Customer Service scenario: Communication logging
Available with: Copilot for Service (includes Microsoft 365 Copilot) Scenario level:
KPIs impacted
Quality scores
Value benefit
Cost savings
Employee experience
Using Copilot for communication logging
1. Call transcription
Using Copilot in Teams, an agent can ask Copilot for a recap and clarify issues raised. Using Copilot for Service, these insights can be saved directly to the CRM.
Copilot for Service
Copilot in Teams
Benefit: Save time with automated summaries of call transcripts and the ability to query the transcript for more details.
2. Personalized follow-up
In Outlook, Copilot for Service can help draft a customer email that summarizes details of the case history. It can then save those emails to the CRM system.
Copilot for Service
Copilot in Outlook
Benefit: Logging interactions in the CRM creates a case history, which is invaluable for resolving future queries.
3. Sentiment analysis
Use Copilot to perform sentiment analysis on transcriptions, identifying customer emotions and satisfaction levels.
Business Chat2
Benefit: Sentiment analysis gives insights into the customer’s emotional state, which can guide the approach in service and support.
4. Data organization
Connect CRM feedback data into a Power BI dashboard and then ask Copilot in Power BI to categorize interactions based on topics, issues, and outcomes for easy retrieval and analysis.
Copilot in Power BI
Benefit: Organized data allows for quick access to relevant information, improving response times and support quality.
5. Trend identification
Utilize Copilot in Power BI to analyze logged data, spotting trends and patterns in one or more accounts that can inform future support strategies.
Copilot in Power BI
Benefit: Identifying trends helps in anticipating customer needs and proactively addressing recurring issues.
6. Quality assurance
Use the insights from the trend analysis to identify training materials that need to be updated. Then use Copilot in Word to add new sections to the documents based on knowledge base articles.
Copilot in Word
Benefit: Regular reviews of transcriptions and logs help maintain high standards of customer service and identify training needs.
1Access Copilot at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.
2Access Business Chat at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.
3Copilot agents allow Microsoft 365 Copilot to access your organization-specific apps. In the past, this would have required an API call to get data from a system of record. The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.
The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.
