Customer Service scenario: Communication logging

Download scenario guide
Available with: Copilot for Service (includes Copilot for Microsoft 365) Scenario level:

KPIs impacted

Quality scores

Value benefit

Cost savings

Employee experience

Using Copilot for communication logging

1. Call transcription

Using Copilot in Teams, an agent can ask Copilot for a recap and clarify issues raised. Using Copilot for Service, these insights can be saved directly to the CRM.​

Microsoft Copilot icon

Copilot for Service

Microsoft Teams icon

Copilot in Teams

Benefit: Save time with automated summaries of call transcripts and the ability to query the transcript for more details.​

2. Personalized follow-up

In Outlook, Copilot for Service can help draft a customer email that summarizes details of the case history. It can then save those emails to the CRM system.​

Microsoft Copilot icon

Copilot for Service

Outlook icon

Copilot in Outlook

Benefit: Logging interactions in the CRM creates a case history, which is invaluable for resolving future queries.​

3. Sentiment analysis

Use Copilot to perform sentiment analysis on transcriptions, identifying customer emotions and satisfaction levels.​

Microsoft Copilot icon


Benefit: Sentiment analysis gives insights into the customer’s emotional state, which can guide the approach in service and support.​

4. Data organization

Connect CRM feedback data into a Power BI dashboard and then ask Copilot in Power BI to categorize interactions based on topics, issues, and outcomes for easy retrieval and analysis.​

Power BI icon

Copilot in Power BI

Benefit: Organized data allows for quick access to relevant information, improving response times and support quality.​

5. Trend identification

Utilize Copilot in Power BI to analyze logged data, spotting trends and patterns in one or more accounts that can inform future support strategies.​

Power BI icon

Copilot in Power BI

Benefit: Identifying trends helps in anticipating customer needs and proactively addressing recurring issues.​

6. Quality assurance

Use the insights from the trend analysis to identify training materials that need to be updated. Then use Copilot in Word to add new sections to the documents based on knowledge base articles.​

Word icon

Copilot in Word

Benefit: Regular reviews of transcriptions and logs help maintain high standards of customer service and identify training needs.

1Access Copilot at or the Microsoft Copilot mobile app and set toggle to “Web”.
2Access Copilot at, the Microsoft Copilot mobile app, or the Copilot app in Teams, and set toggle to “Work”.

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.