Copilot in Microsoft Dynamics 365 Customer Service
revolutionizes the support experience with generative AI.
It empowers agents to easily leverage company knowledge
sources and quickly generate optimized responses for customers
in a single click.
Copilot makes agents
more productive and helps them deliver better customer experiences.
Let's look at an example
from Microsoft Azure, which uses Dynamics 365 Customer Service
and has thousands of support engineers handling millions of requests
every year.
Ivan is a support agent at Microsoft.
He answers complex customer questions on Azure sent via email
on his agent desktop.
He sees the inbox to the left of the screen and in the center
he can see
all the relevant
information and timeline for the case he is working on.
He notices an email received from Claudia asking about a configuration
issue with their Azure Kubernetes service cluster.
Usually responding to this kind of complex issue would take Ivan
several minutes.
He would spend time searching through multiple knowledge articles,
finding the relevant section that connects
with the customer's specific issue,
and then writing up a response to the customer.
Today he is using Copilot.
Copilot expands on the right
side of his screen
and helps him draft the perfect reply with just one click.
Using generative A.I.,
he can even provide custom prompts for the most complex cases.
Copilot saves him time and helps deliver high quality service.
Copilot knows all of the contacts from trusted websites and azure's
internal data, including customer name and relevant knowledge articles.
So Ivan doesn't have to spend time searching or typing.
Now he just has to review the response.
The draft looks great
and with one click
he copies it into the email editor and sends it out, feeling confident
that his customer is receiving
the prompt friendly service they deserve.
Soon after, Ivan
sees an incoming chat from another customer, Diam.
The chat appears on the left side of his screen.
In the middle
he has the relevant information for his customer
and on the right, Copilot is ready to help him.
The Power Virtual Agent's bot has already summarized,
but the customer is having trouble
logging into their Visual Studio account.
This helps him get a jump start on this conversation.
Rather than searching on his own.
He turns to Copilot for help, which uses generative A.I.
to service the latest information
that is typically found across Azure's vast set of internal documents,
including previously resolved case notes and published
knowledge articles.
Having already saves time researching.
Ivan is able to follow up quickly
with the customer to gather the right details needed to investigate
with the error code in hand.
He checks in with Copilot one more time
and a single click.
Copilot summarizes the customer issue from the live chat, conversation
and drafts a response that he can share.
It appears the document which Copilot at used to formulate
this response is the right one.
But Ivan knows he can always click through the source links to verify
or make any edits to the response if he needs to.
Satisfied, he decides to send it to the customer.
This interaction shows the true power of Copilot.
Even as a new support agent, Ivan feels empowered with the knowledge
of his entire organization to resolve issues quickly.
These are just a few examples of how Copilot
in Microsoft Dynamics 365 Customer Service revolutionizes
agent productivity
and customer experience across all engagement channels.
With these innovations, organizations can feel assured
that they're earning customers for life.