Financial Services scenario: Banking financial advisory support system
Available with: Microsoft 365 Copilot and Copilot Studio Scenario level:
KPIs impacted
Client retention
Value benefit
Revenue growth
Cost savings
Using Copilot to support financial advisors
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.
Copilot Studio Agent
Copilot Studio
Benefit: Prioritize customer issues from a given time period.
2. Resolve complex customer issues
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.
Microsoft 365 Copilot Chat2
Benefit: Quickly address high-priority issues by asking Copilot to find the right protocol based on internal company documents.
3. Prepare for department meeting
Prompt Copilot to analyze the most common customer inquiries over specified time frame and identify potential process improvements to share in weekly meeting.
Copilot Studio Agent
Copilot Studio
Benefit: Prepare for a weekly department meeting with a summary and actionable insights that can be shared in the meeting invite.
4. Identify potential training needs
Prompt Copilot to suggest training modules. Copilot suggests relevant modules with links to specific courses.
Microsoft 365 Copilot Chat2
Benefit: Mitigate customer issues by using Copilot to identify relevant training modules.
5. Review quality assurance data
Prompt Copilot to analyze the sentiment of customer interactions for this week. Copilot surfaces a sentiment analysis dashboard from Power BI.
Microsoft 365 Copilot Chat2
Copilot in Power BI
Benefit: Ensure quality assurance by understanding customer sentiment.
6. Support Center response plans
Ask Copilot to draft a response plan and customer notification protocol that can be used in a data breech situation.
Microsoft 365 Copilot Chat1
Benefit: Prepare a plan for an upcoming crisis situation so the team can communicate professionally and calmly with 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.
