Microsoft Scenario Library Customer Service Respond to a customer complaint (Microsoft 365 Copilot)

Available with: Microsoft 365 Copilot

Customer Service scenario: Respond to a customer complaint (Microsoft 365 Copilot)

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Scenario

Streamline collaboration steps to diagnose and respond to an issue.

1. Review customer history

Prompt Copilot to summarize email threads and customer meetings, as well as previous interactions using a single interface. ​

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Benefit: Rapidly get up to speed to on the concerns raised across all interactions.

Ask Copilot to gather product information from internal and external sources and historical resolution to aid diagnosis. ​Format the response using Copilot Pages.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Benefit: Gathering product information from multiple sources and asking Copilot to prepare a summary can save time and increase accuracy.​

Use Copilot in Teams to suggest questions to ask the product team based on the customer request and potential solutions.​

Microsoft Teams icon

Copilot in Teams

Benefit: Copilot can help boost creativity by suggesting solutions from its vast knowledge base.

Use Copilot in Word to update best practices and scripts to enable Copilot to provide agents with step-by-step resolution procedures based on the diagnosed issue.​

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Copilot in Word

Benefit: Rapidly update key guides and scripts directly from the meeting recap.

Have Copilot in Teams Phone take notes and summarize action items.

Microsoft Teams icon

Copilot in Teams

Benefit: Document and socialize the action items to keep the resolution process moving forward towards a successful close.

Have Copilot draft an email summarizing the interaction and highlighting how the issues will be resolved. Open the Copilot response in Outlook to finalize and send the email.

Microsoft Copilot icon

Microsoft 365 Copilot Chat2

Benefit: Quickly summarize files and draft emails to inform customers.

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.