Microsoft Scenario Library Customer Service Managing Service Agents

Available with: Microsoft 365 Copilot

Customer Service scenario: Managing Service Agents

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Scenario

Using Copilot to manage Service Agents

Draft work orders based on customer requests and match technicians based on issue complexity and availability

1. Recap daily activity

Prompt Copilot to summarize email threads and meetings from the past day and identify key actions and issues.

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Microsoft 365 Copilot Chat2

Benefit: Rapidly get up to speed to focus on key issues and concerns.

With Copilot in Excel, review the performance of Service Agents by analyzing data, identifying insights, and automating tasks based on historical interactions and business processes.

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Copilot in Excel

Benefit: Identify insights with Copilot in Excel.

With Copilot in Teams, meet to discuss trends and issues while focusing on the meeting and letting Copilot in Teams take notes and record critical items for you.

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Copilot in Teams

Benefit: Dedicate your focus to the meeting while Copilot focuses on capturing the notes.

Based on the data analysis and the feedback from the team, use Copilot in PowerPoint to rapidly create a draft presentation to update the leadership team.

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Copilot in PowerPoint

Benefit: Creating a presentation makes it easier to convey a clear message, especially when it’s critical feedback.

Review the presentation with the leadership team and record feedback and goals. With Copilot in Teams, you can focus on the meeting and utilize the notes to recap key items. Use Teams Rooms for the meeting to enable a transcript with proper attributions from a conference room.

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Copilot in Teams

Benefit: Dedicate your focus to the meeting while Copilot focuses on capturing the notes.

Using the notes from the leadership team meeting, make rapid updates to policies and procedures using Copilot in Word. To socialize these changes, Copilot in Outlook can draft an update email to the organization.

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Copilot in Word

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Copilot in Outlook

Benefit: Save time updating documents and preparing emails with Copilot as your drafting partner.

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.