カスタマーサービスシナリオ: Communication logging
シナリオガイドをダウンロード利用可能な： サービス用Copilot （Microsoft 365の場合はCopilotを含む） シナリオレベル:
影響を受けるKPI
Quality scores
価値のメリット
コスト削減
従業員の経験
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.
サービス用Copilot
TeamsのCopilot
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.
サービス用Copilot
OutlookのCopilot
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.
WordのCopilot
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.
