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Visualizza downloadScenario del servizio clienti: Communication logging
Scarica la guida agli scenariDisponibile con: Copilot per l'assistenza (include Copilot per Microsoft 365) Livello dello scenario:
I KPI hanno avuto un impatto
Quality scores
Vantaggio in termini di valore
Risparmi
Esperienza dei dipendenti
Using Copilot to 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.
Copilot per l'assistenza
Copilota in Teams
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.
Copilot per l'assistenza
Copilota in Outlook
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.
Copilot2
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.
Copilot in Power BI
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.
Copilot in Power BI
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.
Copilota in Word
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.
1Accedi a Copilot su copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”
2Accedi a Copilot su copilot.microsoft.com, l'app mobile Microsoft Copilot o l'app Copilot in Teams e imposta l'interruttore su "Lavoro"
