Customer Service scenario: Boost field efficiency
Available with: Copilot for Service (includes Microsoft 365 Copilot) Scenario level:
KPIs impacted
CSAT
Service quality
Value benefit
Cost savings
Employee experience
Using Copilot to boost field efficiency
1. Review customer request
Use Copilot to summarize the customer request, products involved, past interactions, historical resolution data, and specific needs the customer may have all in a single interface.
Microsoft 365 Copilot Chat2
Copilot for Service
Benefit: Summarize all the emails and Teams chats in the past month from a customer, highlighting the primary asks and any previous issues.
2. Start a new work order
Copilot can tie directly to your CRM to begin drafting a work order based on the customer request.
Microsoft 365 Copilot Chat2
Copilot for Service
Benefit: Easily populate a work order with existing customer information.
3. Match a technician
Copilot pulls key requirements to help match a technician based on issue complexity and agent availability.
Microsoft 365 Copilot Chat2
Copilot for Service
Benefit: Identify the best technician given the customer’s specific needs and location.
4. Confirm the schedule
Once the workorder has been submitted with an ideal field technician, enter the appointment information into Draft with Copilot and use Copilot in Outlook to create an email to confirm the schedule with the customer.
Copilot in Outlook
Benefit: Rapidly draft an email confirming the service date and contact details.
5. Send customer survey
At the completion of service, use Copilot to quickly update the feedback survey request template.
Microsoft 365 Copilot Chat2
Benefit: Quickly update and send the survey with specific contextual updates for the customer.
6. Continuous monitoring
Use Copilot in Excel to rapidly analyze data related to field service activity, such as number of customer visits and total route times.
Copilot for Service
Copilot in Excel
Benefit: Stay on top of trends by analyzing field success metrics and identify any trends that require further investigation.
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.
