The launch of Copilot for Microsoft Dynamics 365 marked the world’s first Copilot for both CRM and ERP. Copilot was recently made generally available in Dynamics 365 Customer Service. In this blog, we’ll discuss how you, as a service company, can provide better service to your customers with generative AI-driven service experiences. We’ll also highlight some new innovations in Dynamics 365 for Service.
Generative AI is transforming customer service
Customers expect fast, personalized service at every touchpoint. Effective customer service strategies not only delight customers but also build long-term loyalty, drive efficiency, and ultimately help the business grow. Yet access to relevant data and the right technological tools remains the biggest barrier for users seeking to resolve customer issues.
Generative AI is transforming customer service by increasing user productivity and unlocking organizational efficiency. For example, Microsoft’s Customer Service and Support (CSS) team—one of the largest customer service organizations in the world—has been using the Copilot capabilities in Microsoft Dynamics 365 Customer Service for six months. We recently shared findings that show how generative AI has influenced the way our CSS agents work to resolve support cases, as well as their efficiency in customer engagement and overall productivity. Examples include reducing the average case resolution time by 12%, increasing users’ ability to resolve issues on their own (13% of cases in one support company), and more.
Introduction to Microsoft Copilot for Service
Today, as a service company, you can take the next step toward delivering exceptional service experiences. We’re introducing Microsoft Copilot for Service. Copilot for Service synthesizes large amounts of data already available from an organization’s trusted knowledge sources to provide relevant, timely guidance to agents within their workflow. Copilot for Service offers organizations the flexibility to quickly realize the benefits of generative AI by extending their existing investments in CRM and contact center solutions, including Dynamics 365, Salesforce, ServiceNow, and more.
Integrate with existing contact center and CRM solutions
Without spending valuable development time or effort on replacing everything, organizations can simply point to their data—such as public websites, SharePoint, knowledge base articles, and offline files—and unlock generative AI-powered conversations across all their data in just a few minutes. Copilot for Service reduces time to production with out-of-the-box integrations for Dynamics 365, Salesforce, ServiceNow, and Zendesk.
Help users with their workflow
Copilot for Service speeds up user onboarding and case resolution, improves efficiency, and automates tasks to help users focus on customers. Embedded in their desktop of choice or deployed in Teams, users can easily ask questions of the generative AI-powered Copilot in natural language to receive relevant answers that leverage existing contact center knowledge to improve user productivity and customer satisfaction.
Because Copilot for Microsoft 365 is included in Copilot for Service, organizations will also benefit more broadly from productivity improvements in the tools users already use every day, such as Outlook and Teams. For example, Copilot can quickly bring users up to speed on email threads within Outlook by providing summaries, and it also speeds up responses to customers by generating draft emails. In Teams, for example, agents can stay up to date on meetings with clients or experts by viewing AI-powered summaries that highlight key discussion points, sentiment, and next steps. Additionally, users can use Copilot to retrieve the latest account and deal information from CRM systems.
In the future, Copilot for Service will make agents even more productive by enriching email summaries, email drafts, and meeting summaries with CRM data. It will not only allow them to update and view CRM records directly in Outlook and Teams within their workflow, but also to automate CRM tasks, such as closing cases, scheduling meetings, adding new contacts, and following up on tasks, all with a single click based on context from emails, knowledge bases, and previous customer communications. This is similar to the agent assistance capabilities included in Copilot within Dynamics 365 Customer Service.
Copilot for Service will also provide proactive recommendations for creating new or updating existing knowledge bases by curating information from email threads, cases, Teams chats, and more. These updated knowledge bases will, in turn, enable a wide range of users to accelerate the resolution of customer issues, as well as knowledge workers in other roles, by providing a complete 360-degree view of the customer (including cases, recent activities, knowledge resources, and other information) from CRM systems—all within their workflow via Outlook and Teams.
Customize and expand to suit your needs
Copilot for Service enables customization with Microsoft Copilot Studio. Add additional topics, automate actions and workflows, and further customize the solution to create a unique, tailored solution. In addition, Copilot for Service can be extended to other systems using more than 1,100 pre-built and custom connectors, eliminating the need for costly IT integration work.
