Microsoft Scenario Library Financial Services Banking – Empower relationship managers

Available with: Microsoft 365 Copilot and Copilot Studio

Financial Services scenario: Banking – Empower relationship managers

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Scenario

Use Copilot to empower relationship managers

Use Copilot to help advisors and other team members on the frontline with customers and clients to grow a customer’s investment portfolio.

1. Understand client goals and history

To prepare for a client meeting, a relationship manager can review past interactions, portfolio performance, and stated goals to generate a client snapshot that is inclusive of CRM notes, email threads, and meeting transcripts.

Copilot Studio icon

AI Agent

Sample prompt: “Summarize recent communications and investment activity. Highlight any changes in risk appetite or financial path.”

Using Analyst, advisors can analyze portfolio performance and market trends. Copilot can surface opportunities for growth, diversification, or rebalancing based on each client portfolio.

Analyst icon

Analyst

Benefit: Drives portfolio growth and client satisfaction by proactively identifying investment opportunities.

Get started with Analyst

Coordinate with compliance, risk, and product teams by sharing insights, summarizing team chats, and surfacing action items. Copilot streamlines collaboration across Teams and CRM, ensuring everyone is aligned.

Microsoft Teams icon

Copilot in Teams

Benefit: Improve service quality and accelerate decision-making through seamless teamwork.

Review recommendations and communications against compliance templates and regulatory requirements. Get help reducing risk by prompting Copilot Chat to check all client interactions meet regulatory and organizational compliance.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Benefit: Free up expert legal and compliance teams by instead using Copilot Chat prompts to review drafted customer messages, check it against internal compliance templates, and suggest edits if needed.

Log interactions, monitor engagement, and retrieve summaries of similar cases using CRM and Copilot. Advisors can track outstanding tasks and ensure consistent follow-up for every client.

Copilot Studio icon

AI Agent

Benefit: Boost client retention and satisfaction by maintaining proactive, ongoing engagement.

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.