Microsoft Scenario Library Financial Services Banking – Customer inquiry agent

Available with: Microsoft Copilot Studio

Financial Services scenario: Banking – Customer inquiry agent

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Scenario

Use Copilot Studio to create a customer inquiry agent

Efficiently resolves customer inquiries by leveraging institutional knowledge and intelligently routing them to the most appropriate next step, enhancing service quality and ensuring timely, accurate support.

1. Capture customer inquiry

Receives input from chat, IVR, or API from customer interaction platforms (Dynamics 365).

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AI Agent

Benefit: Captures customer interaction and routes to appropriate service flow.

Identifies the nature of the question and urgency using AI classification.

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AI Agent

Benefit: Instantly detects customer intent and sentiment to deliver personalized support.

Pulls relevant information like account status, recent transactions, or login attempts.

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AI Agent

Benefit: Automatically gathers relevant context to reduce time spent manually searching for background information.

Finds relevant articles, FAQs, or similar past queries that addresses customer’s question and intent.

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AI Agent

Benefit: Retrieves knowledge base (relevant articles, FAQs) to boost accuracy and consistency in customer-facing answers.

Drafts a personalized response with references and proposes the optimal resolution path.

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AI Agent

Benefit: Creates a personalized response to enhance speed, personalization, and precision in customer communication.

Sends response or escalates to human agent; logs interaction and collects feedback.

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AI Agent

Benefit: Sends response to keep a record of conversations and helps improve future answers.

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.