Customer Service scenario: Managing Service Agents
Available with: Microsoft 365 Copilot Scenario level:
KPIs impacted
CSAT
Service quality
Value benefit
Employee experience
Using Copilot to manage Service Agents
1. Recap daily activity
Prompt Copilot to summarize email threads and meetings from the past day and identify key actions and issues.
Microsoft 365 Copilot Chat2
Benefit: Rapidly get up to speed to focus on key issues and concerns.
2. Review performance
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.
Copilot in Excel
Benefit: Identify insights with Copilot in Excel.
3. Discuss with the team
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.
Copilot in Teams
Benefit: Dedicate your focus to the meeting while Copilot focuses on capturing the notes.
4. Create a leadership team presentation
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.
Copilot in PowerPoint
Benefit: Creating a presentation makes it easier to convey a clear message, especially when it’s critical feedback.
5. Meet with the leadership team
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.
Copilot in Teams
Benefit: Dedicate your focus to the meeting while Copilot focuses on capturing the notes.
6. Update procedures and socialize
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.
Copilot in Word
Copilot in Outlook
Benefit: Save time updating documents and preparing emails with Copilot as your drafting partner.
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.
