Using Copilot in Customer Service
Microsoft Copilot in Customer Service is your strategic partner to enable customer service teams. With Microsoft Copilot, customer service teams can find answers fast and collaborate easily.
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Transform Customer Service processes
Problem resolution
High volumes of unresolved issues and reopened cases can result in decreased customer satisfaction and loyalty, affecting future revenue.
Personalized cross-sell/upsell agent
Automatically identify customer preferences/patterns and deliver hyper-personalized upsell/cross-sell recommendations to human agents.
Available with: Copilot Studio
Customer support assistance agent
Empower customer support agent with real-time recommendations from knowledge base to drive customer experience.
Available with: Copilot Studio
Respond to a customer complaint (Microsoft 365 Copilot)
Streamline collaboration steps to diagnose and respond to an issue.
Available with: Microsoft 365 Copilot
Respond to a customer complaint (Copilot for Service)
Streamline collaboration steps to diagnose and respond to an issue.
Available with: Microsoft 365 Copilot for Service
Case assignment
Customer issues must be sorted and prioritized manually, which is time-consuming and can lead to slower issue resolution and a less personalized service experience.
Knowledge metadata agent
Streamline knowledge management with automated document classification, metadata tagging, and version tracking.
Available with: Copilot Studio
Document compliance agent
Monitor and analyze documents to prevent compliance violations and recommend process improvements.
Available with: Copilot Studio
Customer satisfaction prediction agent
Predict customer satisfaction and generate risk remediation recommendations to improve customer experience.
Available with: Copilot Studio
Assist service advisors
Help field engineers solve customer issues
Available with: Copilot Chat and Copilot Studio
Managing Service Agents
Draft work orders based on customer requests and match technicians based on issue complexity and availability
Available with: Microsoft 365 Copilot
Boost field efficiency
Use automated workflows to create work orders and assign technicians. Draft customer communications using support history and context.
Available with: Copilot for Service <em>(includes Microsoft 365 Copilot)</em>
Day in the life
See how people can use Copilot to perform common tasks throughout their day to save time, generate value, and improve their wellbeing.
A day in the life of a Service Agent
See how a Customer Service Agent can use Copilot for Service to resolve customer issues.
Available with: Microsoft 365 Copilot for Service
A day in the life of a Customer Support Director
See how a Customer Support Director can use Copilot during the day to improve service operations.
Available with: Microsoft 365 Copilot and Dynamics 365 Customer Service
Issue diagnosis
Service agents may lack access to documentation and subject matter experts, which can lead to inconsistent problem-solving and delay resolution.
Communication logging
Recap, clarify, and log issues reported on customer calls to develop a robust case history that can be analyzed to develop best practices and resolve issues faster.
Available with: Copilot for Service <em>(includes Microsoft 365 Copilot)</em>
Identify a root cause
Analyze information such as chat logs, email, and support tickets to identify recurring issues, patterns, and common themes to aid diagnosis.
Available with: Microsoft 365 Copilot and Copilot Studio
