Customer Service scenario: Assist service advisors
Available with: Copilot Chat and Copilot Studio Scenario level:
KPIs impacted
CSAT
Service quality
Value benefit
Cost savings
Employee experience
Using Copilot to assist service advisors
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 Agent
Benefit: Simplify access to information in the field enabling faster and accurate issue resolution leading to reduced downtime and fewer customer callbacks.
2. Provide clarity
Use Copilot to rewrite the troubleshooting instruction in clear language or possibly translate to a different language.
Microsoft 365 Copilot Chat1
Benefit: Perform faster and accurate diagnosis and resolutions with clear instructions reducing time to repair and customer callbacks.
3. Safety compliance checklist
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 365 Copilot Chat1
Benefit: Improved safety compliance, avoiding accidents and compliance issues.
4. Parts identification
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 Agent
Benefit: Instantly identify parts for reordering from photos, eliminating guesswork and expediting the process.
5. Upsell/Cross-sell recommendations
Copilot can suggest additional products or services based on the current maintenance context, such as upgrades or complementary parts.
Copilot Studio Agent
Benefit: Increased aftersales revenue by providing added value and improving overall customer satisfaction.
6. Document the work
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 Agent
Benefit: Streamline documentation, ensuring accurate and comprehensive records that support precise billing and prevent customer disputes.
1Access Microsoft 365 Copilot Chat at m365copilot.com or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web".
2Access Microsoft 365 Copilot Chat at mm365copilot.com, the Microsoft 365 Copilot Chat mobile app or the Microsoft 365 Copilot Chat app in Microsoft Teams, and set toggle to “Work”.
3Copilot agents allow Microsoft 365 Copilot to access your organization-specific apps. In the past, this would have required an API call to get data from a system of record. 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.
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.
