Microsoft Scenario Library Financial Services Banking – Financial advisory support system

Available with: Microsoft 365 Copilot and Copilot Studio

Financial Services scenario: Banking – Financial advisory support system

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Scenario

Using Copilot to support financial advisors

In Banking deliver personalized and effective support to clients.

1. Summarize customer support issues

Prompt Copilot to compile a table of high-priority customer issues from yesterday, sorted by severity and potential financial impact. Copilot pulls data from your CRM ticketing solution.

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Copilot Studio Agent

Benefit: Prioritize customer issues from a given time period.

Ask Copilot for the protocol to address the disputed transaction. Copilot provides a suggestion based on internal documents. Prompt Copilot to draft a message to address the disputed item.

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Microsoft 365 Copilot Chat2

Benefit: Quickly address high-priority issues by asking Copilot to find the right protocol based on internal company documents.

Prompt Copilot to analyze the most common customer inquiries over specified time frame and identify potential process improvements to share in weekly meeting.

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Copilot Studio Agent

Benefit: Prepare for a weekly department meeting with a summary and actionable insights that can be shared in the meeting invite.

Prompt Copilot to suggest training modules. Copilot suggests relevant modules with links to specific courses.

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Microsoft 365 Copilot Chat2

Benefit: Mitigate customer issues by using Copilot to identify relevant training modules.

Prompt Copilot to analyze the sentiment of customer interactions for this week. Copilot surfaces a sentiment analysis dashboard from Power BI.

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Microsoft 365 Copilot Chat2

Power BI icon

Copilot in Power BI

Benefit: Ensure quality assurance by understanding customer sentiment.

Ask Copilot to draft a response plan and customer notification protocol that can be used in a data breech situation.

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Microsoft 365 Copilot Chat1

Benefit: Prepare a plan for an upcoming crisis situation so the team can communicate professionally and calmly with customers.

KPIs

Opportunity to impact key functional area KPIs

Generate insights and content within the everyday flow of work, expedite investigations, and communicate more effectively to prevent and remediate compliance issues.
Speed data analysis and reporting
  • Quickly analyze trends
  • Generate informative charts
  • Create strategy presentations

Improve productivity by leveraging automation to quickly prioritize and accomplish daily tasks, optimize processes, and save time and effort on daily tasks.
Boost productivity
  • Rapidly research customer interactions
  • Create first drafts faster
  • Check for similar issues and resolutions
  • Quickly send follow-up communications

Differentiate customer interactions from competitors to help increase market share; Reduce the time for comprehensive portfolio evaluation with change recommendations reflecting market dynamics; Build trust and confidence among clients leading to increased number of active investors. 
Improve customer meetings
  • Research company information
  • Learn how to pitch the product
  • Organize information from past interactions
  • Completely focus during the meeting

Streamline operations for faster resolution of customer issues, providing tools for decision-making and strategy development. This can lead to higher customer satisfaction, increased customer lifetime value, and maximized customer investment portfolio.
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.