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View downloadsCustomer Service scenario: Respond to a customer complaint (Copilot for Service)
Download scenario guideAvailable with: Copilot for Service (includes Copilot for Microsoft 365) Scenario level:
KPIs impacted
CSAT
Service quality
Resolution time
Value benefit
Cost savings
Employee experience
Using Copilot to respond to a customer complaint (Copilot for Service)
1. Review customer history
Prompt Copilot to summarize email threads and customer meetings, as well as previous interactions using single interface. With Copilot for Service, view a summary of the opportunity.
Copilot1
Copilot for Service
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. Copilot for Service includes historical resolution data from your CRM system.
Copilot2
Copilot for Service
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.
![Microsoft Teams icon](/wp-content/uploads/2021/02/teams-icon.png)
Copilot in Teams
Copilot can help boost creativity by suggesting solutions from its vast knowledge base.
4. Draft proposed response
Use Copilot in Word update best practices and scripts to enable Copilot to provide agent with step-by-step resolution procedures based on the diagnosed issue.
![Word icon](/wp-content/uploads/2023/07/icon-microsoft-word.png)
Copilot in Word
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.
![Microsoft Teams icon](/wp-content/uploads/2021/02/teams-icon.png)
Copilot in Teams
Document and socialize the action items to keep the resolution process moving forward towards a successful close.
6. Share a resposne
Have Copilot in Outlook draft an email summarizing the interaction and highlighting how the issues will be resolved.
![Outlook icon](/wp-content/uploads/2022/05/outlook-mobile-icon.png)
Copilot in Outlook
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 Copilot at copilot.microsoft.com, the Microsoft Copilot mobile app, or the Copilot app in Teams, and set toggle to “Work”