Microsoft Scenario Library Customer Service Assist service advisors

Available with: Copilot Chat and Copilot Studio

Customer Service scenario: Assist service advisors

Back to Customer Service Scenarios Download scenario guide

Scenario

Help field engineers solve customer issues

1. Assessment

Use Copilot to quickly access to technical manuals, schematics and repair histories, query them in natural language and get responses including troubleshooting instructions.

Copilot Studio icon

Copilot Studio Agent

Benefit: Simplify access to information in the field enabling faster and accurate issue resolution leading to reduced downtime and fewer customer callbacks.

Use Copilot to rewrite the troubleshooting instruction in clear language or possibly translate to a different language.

Microsoft Copilot icon

Microsoft 365 Copilot Chat1

Benefit: Perform faster and accurate diagnosis and resolutions with clear instructions reducing time to repair and customer callbacks.

Ask Copilot to draft a tailored safety checklist based on the equipment safety manual to ensure adherence to both equipment-specific as well as personal safety measures.

Microsoft Copilot icon

Microsoft 365 Copilot Chat1

Benefit:  Improved safety compliance, avoiding accidents and compliance issues.

Click a photo of a part that is faulty or worn out and use Copilot to identify the part information so that a replacement can be ordered.

Copilot Studio icon

Copilot Studio Agent

Benefit: Instantly identify parts for reordering from photos, eliminating guesswork and expediting the process.

Copilot can suggest additional products or services based on the current maintenance context, such as upgrades or complementary parts.

Copilot Studio icon

Copilot Studio Agent

Benefit: Increased aftersales revenue by providing added value and improving overall customer satisfaction.

Document job completion with structured forms or checklists, ensuring all necessary details such as actions taken, parts used, and time spent are accurately captured.

Copilot Studio icon

Copilot Studio Agent

Benefit: Streamline documentation, ensuring accurate and comprehensive records that support precise billing and prevent customer disputes.

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.​
Self-service bots​
  • Create knowledge databases that Copilot can access​
  • Use web-based chat bots or call automation.​

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.
Incorporate feedback
  • Rapidly analyze customer feedback
  • Quickly create recommendations
  • Swiftly update scripts and processes
  • Create communications to socialize the changes

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.
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

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.
Boost productivity
  • Rapidly research customer interactions
  • Create first drafts faster
  • Check for similar issues and resolutions
  • Quickly send 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

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.