Microsoft Copilot opportunity to impact key functional area KPIs
Review our KPI overviews and view additional scenario details.
Calls handled by agents
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.
KPI — Calls handled by agents
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.
How Microsoft Copilot can help reduce calls
Self-service bots
- Create knowledge databases that Copilot can access
- Use web-based chat bots or call automation.
Improve quality
- Improve product documentation
- Improve product designs and quality
Roles
- IT App Developer
- Product Designer
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft 365 Copilot for Service
- Copilot Studio
Customer satisfaction score (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.
KPI — Customer satisfaction score (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.
How Microsoft Copilot can help CSAT
Incorporate feedback
- Rapidly analyze customer feedback
- Quickly create recommendations
- Swiftly update scripts and processes
- Create communications to socialize the changes
Enhance customer loyalty
- Better understand customers
- Resolve issues on the first call
- Limit the need for escalations
- Anticipate emerging trends
Roles
- Customer Service Manager
- Customer Service Agent
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft 365 Copilot for Service
Service quality scores
AI is elevating service quality in the professional services industry by enabling smarter, more efficient, and customer-centric operations.
KPI — Service quality scores
AI is elevating service quality in the professional services industry by enabling smarter, more efficient, and customer-centric operations.
How Microsoft Copilot can help service quality scores
Analyze trends
- Rapidly identify themes and trends
- Access data from multiple data sources using single interface
- Recommend actions to address pain points using customer data, past service interactions and knowledge database
- Analyze agent effectiveness
Focus interactions
- Rapidly update scripts and issue logs
- Limit need for escalations
- Completely focus during interactions
- Quickly recap the interaction and action items
Roles
- Customer Service Manager
- Customer Service Agent
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft 365 Copilot for Service
Issue resolution time
Microsoft Copilot can help with lowering resolution times which in turn leads to increased agent productivity and higher customer satisfaction rates.
KPI — Issue resolution time
Microsoft Copilot can help with lowering resolution times which in turn leads to increased agent productivity and higher customer satisfaction rates.
How Microsoft Copilot can help reduce average resolution times
Boost productivity
- Rapidly research customer interactions
- Create first drafts faster
- Check for similar issues and resolutions
- Quickly send follow-up communications
Reduce churn
- Address more queries in less time
- Personalize solutions
- Improve staff availability based on automated capacity-based scheduling
- Diagnose problems faster
Roles
- Customer Service Manager
- Customer Service Agent
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft 365 Copilot for Service
First call resolution (FCR)
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.
KPI — First call resolution (FCR)
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.
How Copilot can help improve first call resolution
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
Enhance agent efficiency
- Address more queries
- Research customer information
- Organize information from past interactions
- Completely focus during the interaction
Roles
- Customer Service Manager
- Customer Service Agent
Microsoft AI solutions
- Microsoft 365 Copilot
- Microsoft 365 Copilot for Service
Transform Customer Service processes
| Key processes | Before AI | Using AI |
|---|---|---|
| Issue diagnosis | Service agents may lack access to documentation and subject matter experts, which can lead to inconsistent problem-solving and delay resolution. | Communication loggingIdentify a root cause 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. |
| Problem resolution | High volumes of unresolved issues and reopened cases can result in decreased customer satisfaction and loyalty, affecting future revenue. | Respond to a customer complaint (Microsoft 365 Copilot)Respond to a customer complaint (Copilot for Service) Streamline collaboration steps to diagnose and respond to an issue. |
| 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. | Managing Service AgentsBoost field efficiency Draft work orders based on customer requests and match technicians based on issue complexity and availability |
