Customer Service scenario: Respond to a customer complaint (Copilot for Service)
Available with: Microsoft 365 Copilot for Service Scenario level:
KPIs impacted
CSAT
Service quality
Resolution time
Value benefit
Cost savings
Employee experience
Using Copilot to respond to a customer complaint (Copilot for Service)
1. Review customer history
Prompt Copilot to summarize email threads and customer meetings, as well as previous interactions using single interface. With Copilot for Service, view a summary of the opportunity.
Microsoft 365 Copilot Chat2
Copilot for Service
Benefit: Rapidly get up to speed to on the concerns raised across all interactions.
2. Accelerate diagnosis
Ask Copilot to gather product information from internal and external sources and historical resolution to aid diagnosis. Copilot for Service includes historical resolution data from your CRM system.
Copilot for Service
Benefit: Gathering product information from multiple sources and asking Copilot to prepare a summary can save time and increase accuracy.
3. Meet with product team
Use Copilot in Teams to suggest questions to ask the product team based on the customer request and potential solutions.
Copilot in Teams
Benefit: Copilot can help boost creativity by suggesting solutions from its vast knowledge base.
4. Draft proposed response
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.
Copilot in Word
Benefit: Rapidly update key guides and scripts directly from the meeting recap.
5. Meet with the customer
Have Copilot in Teams Phone take notes and summarize action items.
Copilot for Service
Copilot in Teams
Benefit: Document and socialize the action items to keep the resolution process moving forward towards a successful close.
6. Share a resposne
Have Copilot for Service to draft an email summarizing the interaction and highlighting how the issues will be resolved.
Copilot for Service
Benefit: Quickly summarize communications and draft emails to inform customers.
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.
