In this week's customer story you will discover how Dynamics 365 Customer Service with Copilot integration transforms customer service reps into 'super agents'. You will learn the details of 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 in Dynamics 365 Customer Service?
Microsoft Copilot is an AI tool integrated into Dynamics 365 Customer Service that assists customer service and support agents. Launched in 2023, it helps agents become more productive by providing quick access to information, drafting empathetic communications, and streamlining administrative tasks, ultimately enhancing their ability to support customers effectively.
How does Copilot improve agent productivity?
Copilot improves agent productivity by reducing the time spent on administrative tasks. For instance, Michael Simons, a support escalation engineer, noted that using Copilot has cut down his case summarization time from 30-40 minutes to just 15 minutes. This allows agents to handle more cases efficiently and maintain a better work-life balance.
What are the benefits of using Copilot for customer interactions?
Copilot offers several benefits for customer interactions, including the ability to quickly summarize case details and draft empathetic emails. Agents like Josiah Roebuck have found that Copilot helps them communicate more effectively by providing tailored language that fosters personalized interactions, making it easier to connect with customers on a human level.
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