Improve your Customer Service with Copilot AI

Every customer service team grapples with the relentless demands of resolving issues quickly, handling a growing volume of cases efficiently, and automating repetitive tasks. The pressure to maintain high-quality service while managing these challenges can be overwhelming. This is where Copilot comes in, a game-changing AI-powered assistant designed to transform the way agents work within Dynamics 365 Customer Service.

Copilot offers a suite of powerful tools to streamline workflows and enhance customer interactions. By providing real-time assistance, it helps agents find the right resources to resolve issues faster, draft contextual answers to queries, and deliver a seamless interactive chat experience over knowledge bases and case histories. This AI-driven expertise is always at the ready, ensuring that agents can focus on what truly matters: delivering exceptional service to their customers.

Integrated into the Customer Service workspace, Customer Service Hub, and custom apps, Copilot brings efficiency and speed to every aspect of the customer service process. In this blog post, we will delve into the innovative capabilities of Copilot within Dynamics 365 Customer Service and explore how it can be leveraged by organisations to enhance their existing customer service solutions.

The impact of AI on customer service teams

What aspects of their jobs customer service teams say AI would improve their performance the most:

• Find the information they need – 75%
• Intelligently route issues to appropriate agents – 70%
• Detect trends across agent-customer interactions – 68%
• Create a first draft of a document – 68%
• Stay in a productive workflow – 68%

Copilot in Customer Service Capabilities

Dynamics 365 Customer Service offers a range of Copilot capabilities that enable agents to perform the following actions within the application:

Conversation summary & Case Summary

This functionality provides quick, automated recaps of chats and long-running cases. Conversation summaries outline the steps taken to resolve each case, while case summaries highlight key details such as the case title, type, customer, product, and priority. Agents can easily copy and share these summaries in team chats to brainstorm solutions with expert colleagues.

By reducing the time spent on reviewing and writing summaries, you can focus more on solving customer issues. Leveraging conversation and case summaries boosts productivity and helps you meet customer case quotas more efficiently.

Ask a Question

With Ask a Question, Copilot serves as your AI assistant, delivering precise answers without the hassle of searching through various knowledge sources like internal documentation and external wikis. Simply ask Copilot a question through the chat interface, and it will provide the information you need. You can ask follow-up questions, refine responses, and even edit answers for a more personalised touch. Each response includes source listings, ensuring you can reply with confidence.

Using Ask a Question significantly boosts productivity, especially for new hires who lack immediate, intrinsic knowledge. Instead of spending time researching, Copilot delivers answers in seconds, helping you stay on track with cases and maintain a smooth workflow.

Write an Email

This functionality automates the process of writing emails with the correct details and tone. Copilot offers predefined prompts to guide email creation, drafting messages that you can further edit and customise before copying them to the Dynamics 365 email interface for sending. It can also pull details from your connected knowledge sources to ensure each email contains accurate information.

By streamlining email composition, this feature helps you serve customers better and connect with them faster, reducing the effort required to respond to or close inquiries. This improves both customer satisfaction and your overall efficiency.

Copilot Analytics

Gain detailed insights into how agents are using Copilot across four key categories: usage, cases, conversations, and satisfaction. With over a dozen specific metrics, you can identify patterns and anomalies. The data is filterable, allowing you to focus on specific metrics like duration and time zone.

Analytics with Copilot enables you to develop strategies to boost agent productivity, reduce inefficiencies, and prevent burnout. By uncovering areas for improvement, you enhance both your work satisfaction and the customer experience, ensuring you deliver the best possible service.

What is Copilot for Service?

Copilot for Service is a generative AI solution that seamlessly integrates with your existing contact centre and organisational knowledge sources. By synthesising vast amounts of data, it provides relevant, timely guidance within your workflow.

Copilot for Service includes Copilot for Microsoft 365, this solution extends your contact centre with generative AI to enhance service experiences and boost agent productivity. Empower agents to be more productive and better serve customers with Copilot, available in Microsoft 365 apps, CRM services, and other tools your team uses.

Copilot for Service Capabilities

Boost productivity – You get access to many of the same Copilot capabilities mentioned earlier that are available in Dynamics 365 Customer Service, helping gain efficiencies in your day-to-day processes from productivity tools like Outlook and Teams.

Quickly add value – Hit the ground running with seamless implementation, reducing integration and development time to expedite your journey to productivity.

Connect to sources – Leverage integrations with platforms such as Salesforce, ServiceNow, and Zendesk, while tapping into trusted knowledge sources including reputable websites, knowledge base articles, SharePoint, and offline files.

Infuse generative AI – Configure the solution to your requirements and expand its capabilities through Microsoft Copilot studio and a vast array of connectors. With over 1000 connectors available, integration efforts become obsolete, allowing you to focus on maximising the solution’s potential.

Get started with Copilot for Customer Service

Ready to optimise your customer service processes with Copilot? Mercurius IT is your go-to partner for getting started with this powerful tool. Whether you’re already using Dynamics 365 Customer Service or looking to implement it, we’re here to assist you every step of the way.

If you’re not currently utilising a customer service solution, we highly recommend Dynamics 365 Customer Service. By implementing this solution, you’ll not only gain access to the latest Copilot functionality but also benefit from its robust existing features, making it a comprehensive solution for optimising your customer service operations. Reach out to us today to discuss your requirements or schedule a demo of the solution in action.

Still unsure? Check out Forrester Consulting’s Total Economic Impact of Dynamics 365 Customer Service infographic to see how organisations have achieved a remarkable 315% Return on Investment and a 40% improvement in productivity. View the infographic to learn more.

For organisations with existing customer service and CRM solutions, you can seamlessly integrate Copilot functionality through Copilot for Service. Unlike other conversational AI development tools, Copilot for Service requires no software installation or complex integrations. Contact us today to discuss your existing solutions and requirements and let us help you harness the power of Copilot.