Microsoft Scenario Library Retail Improve customer service and info discovery

Available with: Microsoft 365 Copilot and Azure AI Foundry

Retail scenario: Improve customer service and info discovery

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Scenario

From finding product information to supporting returns, Copilot can help to improve customer service

1. Find product info for customer

Use natural language voice search to ask the copilot template to find product specifications. Copilot template for store operations surfaces information from designated store documentation.

Azure icon

Azure OpenAI Service

Copilot Studio icon

Copilot Studio Agent

Benefit: Quickly find accurate answers to customer questions in the flow of work using natural language voice search.

Offer the customer piece-of-mind before purchasing by asking the copilot template to show you the company return policy for the products under consideration.

Azure icon

Azure OpenAI Service

Copilot Studio icon

Copilot Studio Agent

Benefit: Save critical time spent searching for a manager for answers about company policies and procedures.

After helping the customer, begin assembling promotional display via step-by-step instructions found in the personalized task list assigned by the store manager.

Azure icon

Azure OpenAI Service

Copilot Studio icon

Copilot Studio Agent

Benefit: Get detailed guidance on how to complete assigned tasks – all built using repeatable task templates that can be published across stores and role types.

Ask copilot template what to do upon discovery of damaged hardware while setting up the promotional display. Easily schedule a maintenance ticket by creating and assigning a new task.

Azure icon

Azure OpenAI Service

Copilot Studio icon

Copilot Studio Agent

Benefit: Drive efficient issue resolution with easy task creation and assignment to co-workers or functional groups within the store.

Use the copilot template to quickly find up-to-date HR policies about requesting time off for an upcoming vacation – all using natural language voice search.

Azure icon

Azure OpenAI Service

Copilot Studio icon

Copilot Studio Agent

Benefit: Feel confident and informed about company policies and procedures – reducing stress and vulnerability during critical onboarding and upskilling periods.

KPIs

Opportunity to impact key functional area KPIs

Better manage costs, discounts, and pricing to improve average margins.
Improve quality of campaign content
  • Improve marketing content
  • Improve quality of proposals and RFP responses
  • Improve quality of emails and chats

Ensure your marketing budget is used efficiently with research, analytics, and personalization capabilities that help you reach customers wherever they are in their shopping journey.
Improve quality of campaign content
  • Improve marketing content
  • Improve quality of proposals and RFP responses
  • Improve quality of emails and chats

How Microsoft Copilot can help employee turnover rates

Reduce time spent on shift scheduling while optimizing coverage requirements. Improve employee morale with improved communication and simplified schedule changes.
Improve quality of internal materials and processes
  • Improve job descriptions for further role clarity
  • Improve company meetings with summarization and recap
  • Completely focus during the meeting

Help customers move from ‘browse’ to ‘buy’ with personalized shopping experiences that understand context to surface the perfect product, targeted marketing campaigns that maximize the power of your marketing spend, and helpful answers in the pocket of every store associate.
Improve quality of campaign content
  • Improve marketing content
  • Improve quality of proposals and RFP responses
  • Improve quality of emails and chats

Streamline processes that lead to greater customer satisfaction, from analyzing multiple data sources to understand which products to stock to ensuring product availability and answering customer questions in-store.
Improve quality of campaign content
  • Improve marketing content
  • Improve quality of proposals and RFP responses
  • Improve quality of emails and chats

Provide real-time monitoring of sales, inventory, customer feedback, and staff performance across different locations and/or channels by leveraging data from various sources to quickly gain actionable insights.
Improve targeting
  • Analyze current product mix
    and cross sell success

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.