Customer Service scenario: Identify a root cause
Available with: Microsoft 365 Copilot and Copilot Studio Scenario level:
KPIs impacted
CSAT
Service quality
Resolution time
Value benefit
Cost savings
Employee experience
Using Copilot to identify a root cause
1. Analyze customer conversations
Use Copilot Studio to build a custom agent to the CRM system. Prompt Copilot to review customer interactions including chat logs, emails, and support tickets to identify recurring issues, patterns, and common themes.
Microsoft 365 Copilot Chat2
Benefit: Quickly summarize recent customer conversations to get up to speed faster.
2. Identify the root cause
Ask Copilot to analyze CSAT feedback/support conversations and compare to historical resolution data to better understand the underlying reasons for customer contacts.
Microsoft 365 Copilot Chat2
Benefit: Easily summarize data and highlight trends to save time and surface root issues more quickly.
3. Leverage Copilot's insights
Have Copilot analyze specific behavior, words, or phrases that may lead to negative responses from customers. Format the response using Copilot Pages.
Microsoft 365 Copilot Chat2
Benefit: Accelerate key insights by surfacing key words and related outcomes.
4. Collaborate with teams
Using Copilot in Teams, to present findings to customer service and product teams. Copilot can recap the meeting and draft recommendations for process and product improvements.
Copilot in Teams
Benefit: Save time by using Copilot summaries as a starting point for project milestones and status updates.
5. Implement solutions and training
Based on discussions with leadership and product teams, use Copilot in Word to rapidly update FAQs, scripts, knowledge articles, and best practices documents.
Copilot in Word
Benefit: Rapidly update training documents with the outcomes of your insights and meetings.
6. Share the solution
Copilot in Outlook can rapidly pull from your documents to draft an email detailing the root cause and solution steps.
Copilot in Outlook
Benefit: Document and socialize the solution to keep Customer Service teams moving forward towards successful interactions.
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.
