Microsoft Scenario Library Customer Service Communication logging

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

Customer Service scenario: Communication logging

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Scenario

Using Copilot for communication logging

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.

1. Call transcription

Using Copilot in Teams Phone, an agent can ask Copilot for a recap and clarify issues raised. Using Copilot for Service, these insights can be saved directly to the CRM.​

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Copilot for Service

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Copilot in Teams

Benefit: Save time with automated summaries of call transcripts and the ability to query the transcript for more details.​

In Outlook, Copilot for Service can help draft a customer email that summarizes details of the case history. It can then save those emails to the CRM system.​

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Copilot for Service

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Copilot in Outlook

Benefit: Logging interactions in the CRM creates a case history, which is invaluable for resolving future queries.​

Use Copilot to perform sentiment analysis on transcriptions, identifying customer emotions and satisfaction levels.​

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Microsoft 365 Copilot Chat2

Benefit: Sentiment analysis gives insights into the customer’s emotional state, which can guide the approach in service and support.​

Connect CRM feedback data into a Power BI dashboard and then ask Copilot in Power BI to categorize interactions based on topics, issues, and outcomes for easy retrieval and analysis.​

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Copilot in Power BI

Benefit: Organized data allows for quick access to relevant information, improving response times and support quality.​

Utilize Copilot in Power BI to analyze logged data, spotting trends and patterns in one or more accounts that can inform future support strategies.​

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Copilot in Power BI

Benefit: Identifying trends helps in anticipating customer needs and proactively addressing recurring issues.​

Use the insights from the trend analysis to identify training materials that need to be updated. Then use Copilot in Word to add new sections to the documents based on knowledge base articles.​

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Copilot in Word

Benefit: Regular reviews of transcriptions and logs help maintain high standards of customer service and identify training needs.

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.