Financial Services scenario: Process a claim
Download scenario guideAvailable with: Microsoft 365 Copilot and Copilot Studio Scenario level:
KPIs impacted
Client retention
Value benefit
Revenue growth
Cost savings
Using Copilot to process a claim
1. Summarize customer support issues
Develop a Power Automate workflow to notify claims agents of issues with their customers.
Copilot in Power Automate
Benefit: Prioritize customer issues from a given time period.
2. Update a claims form
Use Copilot to update a claims form based on information in an email.
Business Chat2
Benefit: Quickly update claims forms without having to search for specific content.
3. Search repository
Use a custom agent built using Copilot Studio to find answers to common questions.
Copilot Studio
Benefit: Quickly get answers to questions about policy coverages.
4. Prepare for a meeting
Summarize claim content prior to a settlement discussion.
Business Chat2
Benefit: Quickly summarize documentation across internal documents and customer calls and emails.
5. Summarize FNOL call
Generate meeting transcripts and create summaries of first notice of loss (FNOL) calls.
Copilot in Teams
Benefit: Ensure call transcripts are captured and important points are captured in a summary.
6. Respond to the claim
Ask Copilot to draft a response to a customer claim based on the available documentation.
Business Chat2
Benefit: Quickly draft email content with the appropriate tone and depth.
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 company-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.
