Microsoft Scenario Library Financial Services Insurance – Enhance agent and employee productivity

Available with: Microsoft 365 Copilot and Copilot Studio

Financial Services scenario: Insurance – Enhance agent and employee productivity

Back to Financial Services Scenarios Download scenario guide

Scenario

Use Copilot to enhance agent productivity

Use AI to automate routine tasks, quickly organize client information and generate actionable insights—freeing up more time for high-value customer service and decision making.

1. Summarize and prioritize emails

Insurance underwriters receive large amounts of emails. Responding quickly to critical issues and requests for quotes helps improve customer satisfaction and can increase revenue.

Outlook icon

Copilot in Outlook

Benefit: Copilot organizes and summarizes high-volume emails, surfacing urgent client requests and claims for immediate attention.

Before a meeting, an agent reviews Copilot’s summary of the client’s coverage history, recent claims, and compliance status.

Copilot Studio icon

AI Agent

Benefit: Copilot generates a historical summary of each customer by extracting relevant details from past emails, policy documents, and CRM notes.

To quickly draft a renewal proposal, employees can leverage Copilot to suggest an outline and language based on similar past documents.

Word icon

Copilot in Word

Benefit: Copilot helps agents draft proposals, policy updates, and client communications, using templates and previous successful examples.

Ask Copilot to create a summary of the differences between the existing policy and the proposal.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Benefit: Copilot can help quickly spot a spike in claims for a specific region, prompting a deeper investigation.

With Copilot in PowerPoint, employees can streamline how to create a presentation and prepare for the customer meeting.

PowerPoint icon

Copilot in PowerPoint

Benefit: Turn insights into presentations that highlight the important points for a customer presentation.

Copilot in Teams can help instantly organize meeting notes and follow-ups, making it easy for agents and managers to keep everyone aligned and informed.

Microsoft Teams icon

Copilot in Teams

Benefit: Use Copilot in Teams to summarize call transcripts, action items, and follow ups that is ready to share with the team.

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.