Microsoft Scenario Library Customer Service Boost field efficiency

Available with: Copilot for Service (includes Microsoft 365 Copilot)

Customer Service scenario: Boost field efficiency

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Scenario

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

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 Copilot icon

Microsoft 365 Copilot Chat2

Microsoft Copilot icon

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.

Copilot can tie directly to your CRM to begin drafting a work order based on the customer request.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Microsoft Copilot icon

Copilot for Service

Benefit: Easily populate a work order with existing customer information.

Copilot pulls key requirements to help match a technician based on issue complexity and agent availability.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Microsoft Copilot icon

Copilot for Service

Benefit: Identify the best technician given the customer’s specific needs and location.

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.

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Copilot in Outlook

Benefit: Rapidly draft an email confirming the service date and contact details.

At the completion of service, use Copilot to quickly update the feedback survey request template.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Benefit: Quickly update and send the survey with specific contextual updates for the customer.

Use Copilot in Excel to rapidly analyze data related to field service activity, such as number of customer visits and total route times.

Microsoft Copilot icon

Copilot for Service

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Copilot in Excel

Benefit: Stay on top of trends by analyzing field success metrics and identify any trends that require further investigation.

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.