고객 서비스 시나리오: Communication logging
시나리오 가이드 다운로드다음과 함께 사용 가능: 서비스용 Copilot (Microsoft 365에는 Copilot 포함) 시나리오 수준:
영향을 받는 KPI
Quality scores
가치 혜택
비용 절감
직원 경험
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.
서비스용 Copilot
팀의 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.
서비스용 Copilot
아웃룩의 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.
워드의 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.
1Copilot에 액세스하세요. copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”
2Copilot에 액세스하세요. copilot.microsoft.com, Microsoft Copilot 모바일 앱 또는 Teams의 Copilot 앱을 선택하고 토글을 "작업"으로 설정합니다.
