Microsoft Scenario Library Customer Service

Using Copilot in Customer Service

Microsoft Copilot in Customer Service is your strategic partner to enable customer service teams. With Microsoft Copilot, customer service teams can find answers fast and collaborate easily.

Download the Customer Service scenarios kit

Scenarios

Transform Customer Service processes

Support assignment

Customer issues must be sorted and prioritized manually, which is time-consuming and can lead to slower issue resolution and a less personalized service experience.

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Assist service advisors

Help field engineers solve customer issues

Available with: Copilot Chat and Copilot Studio

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Managing Service Agents

Draft work orders based on customer requests and match technicians based on issue complexity and availability

Available with: Microsoft 365 Copilot

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Boost field efficiency

Use automated workflows to create work orders and assign technicians. Draft customer communications using support history and context.

Available with: Copilot for Service <em>(includes Microsoft 365 Copilot)</em>

Issue diagnosis

Service agents may lack access to documentation and subject matter experts, which can lead to inconsistent problem-solving and delay resolution.

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Communication logging

Recap, clarify, and log issues reported on customer calls to develop a robust case history that can be analyzed to develop best practices and resolve issues faster.

Available with: Copilot for Service <em>(includes Microsoft 365 Copilot)</em>

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Identify a root cause

Analyze information such as chat logs, email, and support tickets to identify recurring issues, patterns, and common themes to aid diagnosis.

Available with: Microsoft 365 Copilot and Copilot Studio

Problem resolution

High volumes of unresolved issues and reopened cases can result in decreased customer satisfaction and loyalty, affecting future revenue.

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Respond to a customer complaint (Microsoft 365 Copilot)

Streamline collaboration steps to diagnose and respond to an issue.

Available with: Microsoft 365 Copilot

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Respond to a customer complaint (Copilot for Service)

Streamline collaboration steps to diagnose and respond to an issue.

Available with: Microsoft 365 Copilot for Service

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help reduce calls

Organizations can use Copilot to develop self-service options for customers whether that is natural language search on a website or automated call systems. These solutions can reduce the number of calls that require a customer service agent.​
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

How Microsoft Copilot can help CSAT

Microsoft Copilot can improve customer satisfaction by providing real-time AI assistance for faster issue resolution, generating personalized email responses, analyzing customer feedback, and allowing agents to focus on delivering high-quality service.
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

How Microsoft Copilot can help service quality scores

AI is elevating service quality in the professional services industry by enabling smarter, more efficient, and customer-centric operations.
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

How Microsoft Copilot can help reduce average resolution times

Microsoft Copilot can help with lowering resolution times which in turn leads to increased agent productivity and higher customer satisfaction rates.
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

How Copilot can help improve first call resolution

In customer service, First Call Resolution (FCR) is a game changer because it improves customer satisfaction, enhances agent efficiency, and fosters long-term customer loyalty.
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