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 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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