How to use Microsoft 365 Copilot in customer service - Your workday reimagined

Опубликовано 1 ноября 2024, 15:44

This video showcases the integration of Microsoft 365 Copilot into customer service operations, emphasizing its role in enhancing agent productivity and facilitating self-service for customers. It features insights from Arielle Lupo, a Microsoft Support Engineer, who shares her experiences with Copilot in streamlining tasks such as organizing daily activities, summarizing customer concerns, and drafting communications. The discussion highlights Copilot's impact on improving key performance indicators like reducing average handle time and increasing the number of cases managed per agent, underscoring its significance in driving efficiency and customer satisfaction in service departments.

Learn more: msft.it/6057WEQqc

Office of Chief Economist, Wave 2.5 Study results of internal use of Copilot in Dynamics 365 Customer Service among Microsoft commercial business support engineers. Outcomes reflect results from 9,900 agents from a specific five-month period (April-September 2023). Twelve percent reduction applies to all agents in CSS who handle chat cases.

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