Retail scenario: Improve customer service and info discovery
Download scenario guideAvailable with: Microsoft 365 Copilot and Azure OpenAI Service Scenario level:
KPIs impacted
Store revenue
Customer satisfaction
Employee churn
Value benefit
Revenue growth
Cost savings
Using Copilot to improve customer service and info discovery
1. Find product info for customer
Use natural language voice search to ask the copilot template to find product specifications. Copilot template for store operations surfaces information from designated store documentation.
Azure OpenAI Service
Business Chat3
Benefit: Quickly find accurate answers to customer questions in the flow of work using natural language voice search.
2. Help customer with return policy
Offer the customer piece-of-mind before purchasing by asking the copilot template to show you the company return policy for the products under consideration.
Azure OpenAI Service
Business Chat3
Benefit: Save critical time spent searching for a manager for answers about company policies and procedures.
3. Fulfill assigned tasks
After helping the customer, begin assembling promotional display via step-by-step instructions found in the personalized task list assigned by the store manager.
Azure OpenAI Service
Business Chat3
Benefit: Get detailed guidance on how to complete assigned tasks – all built using repeatable task templates that can be published across stores and role types.
4. Create a maintenance ticket
Ask copilot template what to do upon discovery of damaged hardware while setting up the promotional display. Easily schedule a maintenance ticket by creating and assigning a new task.
Azure OpenAI Service
Business Chat3
Benefit: Drive efficient issue resolution with easy task creation and assignment to co-workers or functional groups within the store.
5. Review company time-off policies
Use the copilot template to quickly find up-to-date HR policies about requesting time off for an upcoming vacation – all using natural language voice search.
Azure OpenAI Service
Business Chat3
Benefit: Feel confident and informed about company policies and procedures – reducing stress and vulnerability during critical onboarding and upskilling periods.
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.
