Microsoft Scenario Library Financial Services Banking – Assist with customer questions

Available with: Microsoft 365 Copilot

Financial Services scenario: Banking – Assist with customer questions

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Scenario

Use Copilot to assist with customer questions

Use Copilot to help make it easier for employees to find policies and explain them to customers.

1. Locate the policy

A customer service representative receives an email from a client about early withdrawal penalties for fixed deposits. The agent uses Copilot Chat in Outlook to search for internal policy documents and returns the relevant section with a summary.

Outlook icon

Copilot in Outlook

Sample prompt: “What’s our current policy on early withdrawal penalties for fixed deposits?”

Next, the employee needs to confirm whether exceptions apply for senior citizens. With a well-crafted follow-up prompt, Copilot Chat finds and highlights clauses in the account policy FAQ that mention age-based exceptions.

Outlook icon

Copilot in Outlook

Sample prompt: “Are there any exceptions on penalties for senior citizens?”

Armed with the right facts, the customer service representative can now correctly respond to the customer’s inquiry with an email in a timely manner.

Outlook icon

Copilot in Outlook

Sample prompt: “Using what you know about the request from the customer, combined with what you’ve found in our FAQ, will you please help me draft a response to our client?”

To complete the email response, the customer service representative will need to attach the official policy to an email. Copilot Chat can help locate the latest version of the document and provide a downloadable link.

Outlook icon

Copilot in Outlook

Sample prompt: “Can you get an external link to the official document that outlines the fixed deposit withdrawal policy?”

Before sending the response, the employee wants to ensure it aligns with compliance standards. Copilot Chat can be prompted to review the draft message, check it against internal compliance templates, and suggest edits if needed.

Outlook icon

Copilot in Outlook

Sample prompt: “Does this response align with our compliance guidelines for customer communication?”

To log the interaction and learn from similar cases, the employee can tag this case in the CRM using the Service agent and retrieve summaries of similar queries for learning and consistency.

Microsoft Copilot icon

Copilot for Service

Sample prompt: “Log this case in the CRM system and show me similar queries handled in the past month.”

KPIs

Opportunity to impact key functional area KPIs

Generate insights and content within the everyday flow of work, expedite investigations, and communicate more effectively to prevent and remediate compliance issues.
Speed data analysis and reporting
  • Quickly analyze trends
  • Generate informative charts
  • Create strategy presentations

Improve productivity by leveraging automation to quickly prioritize and accomplish daily tasks, optimize processes, and save time and effort on daily tasks.
Boost productivity
  • Rapidly research customer interactions
  • Create first drafts faster
  • Check for similar issues and resolutions
  • Quickly send follow-up communications

Differentiate customer interactions from competitors to help increase market share; Reduce the time for comprehensive portfolio evaluation with change recommendations reflecting market dynamics; Build trust and confidence among clients leading to increased number of active investors. 
Improve customer meetings
  • Research company information
  • Learn how to pitch the product
  • Organize information from past interactions
  • Completely focus during the meeting

Streamline operations for faster resolution of customer issues, providing tools for decision-making and strategy development. This can lead to higher customer satisfaction, increased customer lifetime value, and maximized customer investment portfolio.
Improve customer satisfaction
  • Diagnose a problem quickly using
    external and internal databases
  • Automated analysis using customer data and knowledge base
  • Quicker and more accurate draft responses
    based on historical resolution data
  • Proactive and personalized follow-up communications

1Access Microsoft 365 Copilot Chat at m365copilot.com, or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web”.

2Access Microsoft 365 Copilot Chat at m365copilot.com, the Microsoft 365 Copilot Chat mobile app, or the Microsoft 365 Copilot Chat app in Teams, and set toggle to “Work”.

3AI Agents allow 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.