Microsoft Scenario Library Customer Service Identify a root cause

Available with: Microsoft 365 Copilot and Copilot Studio

Customer Service scenario: Identify a root cause

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Scenario

Analyze information such as chat logs, email, and support tickets to identify recurring issues, patterns, and common themes to aid diagnosis.

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 Copilot icon

Microsoft 365 Copilot Chat2

Benefit: Quickly summarize recent customer conversations to get up to speed faster.

Ask Copilot to analyze CSAT feedback/support conversations and compare to historical resolution data to better understand the underlying reasons for customer contacts.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Benefit: Easily summarize data and highlight trends to save time and surface root issues more quickly.

Have Copilot analyze specific behavior, words, or phrases that may lead to negative responses from customers. Format the response using Copilot Pages.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Benefit: Accelerate key insights by surfacing key words and related outcomes.

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.

Microsoft Teams icon

Copilot in Teams

Benefit: Save time by using Copilot summaries as a starting point for project milestones and status updates.

Based on discussions with leadership and product teams, use Copilot in Word to rapidly update FAQs, scripts, knowledge articles, and best practices documents.

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Copilot in Word

Benefit: Rapidly update training documents with the outcomes of your insights and meetings.

Copilot in Outlook can rapidly pull from your documents to draft an email detailing the root cause and solution steps.

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Copilot in Outlook

Benefit: Document and socialize the solution to keep Customer Service teams moving forward towards successful interactions.

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.