Customer Service scenario: Respond to a customer complaint (Microsoft 365 Copilot)
Available with: Microsoft 365 Copilot Scenario level:
KPIs impacted
CSAT
Service quality
Resolution time
Value benefit
Cost savings
Employee experience
Using Copilot to respond to a customer complaint (Microsoft 365 Copilot)
1. Review customer history
Prompt Copilot to summarize email threads and customer meetings, as well as previous interactions using a single interface.
Business Chat2
Benefit: Rapidly get up to speed to on the concerns raised across all interactions.
2. Accelerate diagnosis
Ask Copilot to gather product information from internal and external sources and historical resolution to aid diagnosis. Format the response using Copilot Pages.
Business Chat2
Benefit: Gathering product information from multiple sources and asking Copilot to prepare a summary can save time and increase accuracy.
3. Meet with product team
Use Copilot in Teams to suggest questions to ask the product team based on the customer request and potential solutions.
Copilot in Teams
Benefit: Copilot can help boost creativity by suggesting solutions from its vast knowledge base.
4. Draft proposed response
Use Copilot in Word to update best practices and scripts to enable Copilot to provide agents with step-by-step resolution procedures based on the diagnosed issue.
Copilot in Word
Benefit: Rapidly update key guides and scripts directly from the meeting recap.
5. Meet with the customer
Have Copilot in Teams take meeting notes and summarize action items.
Copilot in Teams
Benefit: Document and socialize the action items to keep the resolution process moving forward towards a successful close.
6. Share a resposne
Have Copilot draft an email summarizing the interaction and highlighting how the issues will be resolved. Open the Copilot response in Outlook to finalize and send the email.
Business Chat2
Benefit: Quickly summarize files and draft emails to inform customers.
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.
