Kịch bản dịch vụ khách hàng: Communication logging

Tải xuống hướng dẫn kịch bản
Có sẵn với: Copilot cho dịch vụ (bao gồm Copilot cho Microsoft 365) Cấp độ kịch bản:
Tùy chỉnh

KPI bị ảnh hưởng

Quality scores

Giá trị lợi ích

Tiết kiệm chi phí

Kinh nghiệm của nhân viên

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.​

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Copilot cho dịch vụ

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Copilot trong Đội

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.​

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Copilot cho dịch vụ

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Copilot trong 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.​

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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.​

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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.​

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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.​

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Copilot trong 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.​

1Truy cập Copilot tại copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”
2Truy cập Copilot tại copilot.microsoft.com, ứng dụng di động Microsoft Copilot hoặc ứng dụng Copilot trong Teams và đặt chuyển đổi thành “Công việc”