How Microsoft customer service and support agents become super agents with Copilot in Dynamics 365 Customer Service
In this customer story, discover how Dynamics 365 Customer Service with Copilot transforms customer service reps into super agents. Read the story to learn how Copilot's advanced AI capabilities empower agents to excel by streamlining processes, enhancing efficiency and ensuring superior support delivery. Ready to transition from mundane tasks to complex problem-solving and elevate customer service? Contact us to discuss how can get you started.
What is Microsoft Copilot?
Microsoft Copilot is an AI-powered tool integrated into Dynamics 365 Customer Service that assists customer service and support agents. Launched in 2023, it helps agents become more productive by streamlining workflows, allowing them to quickly absorb information, communicate empathetically, and manage their administrative tasks more efficiently.
How does Copilot improve agent productivity?
Copilot enhances agent productivity by reducing the time spent on administrative tasks. For instance, support escalation engineer Michael Simons noted that using Copilot has cut his case summarization time from 30-40 minutes to just 15 minutes or less. Additionally, features like 'Ask a question' and 'Write an email' help agents quickly find information and communicate effectively with customers.
What are the benefits of using Copilot for customer interactions?
Copilot allows agents to respond to customers with greater insight and empathy. For example, support agent Josiah Roebuck uses Copilot to draft emails that convey empathetic language, enhancing the quality of customer interactions. Furthermore, it helps agents like Mayte Cubino Gonzalez quickly grasp case details, ensuring that customers receive reassurance and understanding promptly.
How Microsoft customer service and support agents become super agents with Copilot in Dynamics 365 Customer Service
published by COR Concepts
COR Concepts provides Information Governance, Records Management and Enterprise Content Management (ECM) consulting and training services. The company is built on the belief that any Information, Records or Document Management initiative should be designed to extract the maximum business benefit for the organization.
We bring together Compliance, Risk Management and Operational information requirements in a way that delivers benefits to each one of these diverse business units. Our approach is to use an array of industry standards and best practice methodologies to ensure that each implementation will stand the test of time.
We see information governance and records management as an integral part of any Enterprise Content Management implementation and focus on building a solid platform including a records management policy, records management procedures, file plans and a solid change management infrastructure. Building and implementing governance structures is becoming essential for success and we design structures to ensure that all governance aspects are included.
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