Microsoft HR speeds case throughput 20% with Copilot in Dynamics 365 Customer Service
Many organizations struggle to scale support operations without slowing down service. Microsoft's internal HR team faced the same challenge and turned to Microsoft Copilot in Dynamics 365 Customer Service. The result: a 20% increase in case throughput, faster onboarding for support agents, and smarter routing of inquiries. This customer story showcases how generative AI is improving both employee experience and operational efficiency. Read and share the article with your team to see how Copilot could improve their own service processes. Connect with Traction Consulting Group for help implementing Copilot.
How has Microsoft HR improved case management?
Microsoft HR has adopted Copilot in Dynamics 365 Customer Service to modernize HR support and streamline case management. This transition has led to a 20% increase in case throughput, allowing HR advisors to manage cases more efficiently and enabling employees to resolve issues independently.
What benefits does Copilot provide to HR Advisors?
Copilot provides HR Advisors with AI-powered case summaries, automated email drafting, and knowledge assistance. This allows them to deliver faster, more personalized responses to employee inquiries, increasing their efficiency and satisfaction with the tool.
What is the adoption rate of Dynamics 365 among HR users?
As of now, Microsoft reports a 72% monthly active user adoption rate and a 47% daily active user adoption rate for Dynamics 365, including users who are not actively onboarded to Copilot. This indicates a strong engagement with the platform among HR professionals.
Microsoft HR speeds case throughput 20% with Copilot in Dynamics 365 Customer Service
published by Traction Consulting Group
Often, IT providers focus on selling you a "tool" like Microsoft CRM, Salesforce, SharePoint, and others in order to facilitate customer relations and workflow within your organization. But after initial roll-out, most companies find teams lack in engagement and fail to meet the initial goals of their project.
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