Customer service is one of the pillars that makes businesses a success. And with changes in technology, it is imperative for organizations to adapt to new changes. One of the big changes that erupted within the past few years was the introduction of artificial intelligence. AI in customer service has been a hot topic for quite a while, and today, we’re going to dive into it a little bit.
Microsoft 365 Copilot is the newest AI-powered software that is revolutionizing the way businesses operate. By implementing Microsoft 365 Copilot in Customer Service, businesses can increase their response time, manage their resources better and increase overall customer satisfaction. While Copilot in Customer Service is different from Copilot in Marketing or sales – they can still work in unison to provide a more detailed and powerful result.
What is Microsoft 365 Copilot in Customer Service?
First off, let’s start with the obvious question, which is: What is Microsoft 365 Copilot in Customer Service? As described by Microsoft, Copilot in Customer Service is an AI-driven tool that has been set up to improve customer service operations by offering real-time assistance to agents.
Microsoft 365 Copilot can easily be integrated into platforms such as Dynamics 365 Customer Service to streamline workflows, automate routine tasks and deliver personalized customer interactions. One of the great things about having Copilot in Customer Service is also the fact that it can be integrated with other software such as Salesforce and more. This demonstrates Microsoft’s pledge to always facilitates access of new technology to every business, no matter which platform you already own.
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Key features of Copilot in Customer Service
What makes Microsoft 365 Copilot in Customer Service such an asset for businesses? Why does your company need to consider this AI-powered software for its customer service platform? Simply put, it helps to save time and provide more accurate data for agents to provide their best service.
Some of the key features that makes Microsoft 365 Copilot in Customer Service appealing are:
Real-Time assistance
Customer service can be hectic. Sometimes, agents have many clients with whom they are communicating at the same time, which can lead to some challenges in providing the best customer experience. This can be easily solved thanks to Copilot in Customer Service. The tool can provide immediate support to agents during customer interactions by giving them a summary of the conversation or client history. This ensures that agents are on top of their game when communicating with the client.
Automated response drafting
Microsoft 365 Copilot exists in Outlook, Dynamics CRM and all other Microsoft platforms such as Teams. This ensures that your customer service team can easily access, communicate and collaborate without any friction. Thanks to Copilot in Outlook, customer service agents can create drafts of responses to customers, which helps them to save time.
Case and conversation summarization
Just like we mentioned above, Copilot in Customer Service can help generate concise summaries to aid agents understand the client history when interacting with the latter. This allows the person to have a better understanding of the client, where they are in their journey and all their previous actions. This greatly helps to foster a more personalized response, increasing customer satisfaction at the same time.
Knowledge base integration
Microsoft Copilot is present in all Microsoft platforms, tools and software of your company. This means that it can instantly pull specific knowledge and data from your organization knowledge sources to provide agents with a more accurate view of their customers.
How to use Microsoft 365 Copilot in Customer Service?
With so many benefits that Copilot in Customer Service brings, it is undeniable that businesses are looking to implement it and use it effectively. But how to actually make sure of Copilot in Customer Service to its fullest? How can you be sure that you are correctly using it to meet your business goals?
Well, for one thing, Copilot in Customer Service identifies root issues faster to provide agents with step-by-step resolutions. This helps customers to obtain a quicker service and a more personalized solution, which leads to customer satisfaction and an overall increase in business efficiency.
One of the main reasons for installing Microsoft 365 Copilot in Customer Service is to decrease the number of calls that are handled by agents. This leaves your employees to focus on higher-level tasks that require more human thinking and intervention. With Copilot in Customer Service, you are able to resolve issues quicker, improve first call resolution rates and increase customer satisfaction.
Another great thing about the AI-tool is that agents can accomplish their tasks without the need to ask another colleague to intervene to solve issues. Thanks to Copilot, they already have a mini assistant that can help them deliver timely and personalized responses to clients online.
Moreover, with summaries that are provided by Copilot in Customer Service as well as automated drafts responses, agents feel more confident in giving their best service to your clients, knowing that they have everything at their fingertips to help them excel in their job.
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Benefits of Microsoft 365 Copilot in Customer Service
Microsoft Copilot 365 in Customer Service brings forth many benefits for businesses. It all depends on how you end up using it, and the training you provide to your agents. But some of the highlights of implementing Copilot in Customer Service are:
- Enhanced agent productivity: Thanks to Copilot, routine tasks can be automated so that your agents can focus on accomplishing high-level tasks. This increases the overall efficiency of your business and motivates your agents to give their best effort in their work.
- Improved customer satisfaction: It’s no surprise that having Microsoft 365 Copilot in Customer Service will lead to higher customer satisfaction. Thanks to faster and more accurate responses that your agents can provide with the help of Copilot, your customers feel heard and seen. This positively impacts how they feel towards your company and makes them more loyal clients.
- Operational efficiency: With Copilot as an assistant, agents can delegate low-level tasks to the AI-driven software. This greatly improves workflow and the efficiency of your business, whereby your employees are free to be innovative, creative, think outside the box and take pride in what they do.
- Enhanced agent productivity: By automating routine tasks and providing real-time insights, Copilot allows agents to focus on complex customer issues, improving overall productivity and employee morale.
Limitations of Copilot in Customer Service
As with any new software, it takes a bit of time for it to adapt and properly settle itself into your business. And Microsoft 365 Copilot in Customer Service is no different. The AI-driven tool does come with some limitations, but none that will prevent you from achieving all the great things we mentioned above.
Some of the limitations of Copilot in Customer Service are:
- Dependence on knowledge base quality: Copilot's effectiveness in generating accurate responses relies heavily on the quality and currency of the organization's knowledge articles. Outdated or incomplete information can lead to less reliable outputs. You must hence always ensure that your organization’s information is updated so that Copilot in Customer Service provides accurate information.
- Data security and compliance concerns: Implementing AI tools like Copilot introduces potential legal and compliance risks, especially in regulated industries. Ensuring adherence to data handling regulations is crucial to mitigate these challenges.
- Learning curve and user adoption: Despite its user-friendly design, organizations may encounter an initial learning curve in effectively utilizing Copilot's full range of features, necessitating adequate training and change management strategies.
Best practices of Copilot in Customer Service
So, what are the best practices when it comes to Copilot in Customer Service? How can businesses do to decrease the limitations that we just mentioned above? It all comes down to proper usage and knowledge of the AI-powered tool. Some of the best practices that you can incorporate when it comes to using Microsoft 365 Copilot in Customer Service include:
- Training and onboarding agents: As with any new software that is implemented in a business, your employees require proper training and tips on how to best utilize it. Microsoft 365 Copilot in Customer Service comes with a lot of features that your agents need to understand so they can use it effectively in their daily tasks.
- Maintaining updated knowledge bases: As we mentioned above, your emphasis should also be on keeping information current for optimal performance. Due to Copilot pulling information from your business knowledge sources, you will need to ensure that the correct information is present so that your agents in turn receive accurate data to perform their tasks.
- Monitoring and feedback: Finally, Copilot in Customer Service still has a long way to go when it comes to offering more powerful features. This is the phase where you monitor the performance of the tool and make suggestions on how to improve it so that the next version or update of Copilot for Customer Service is even better.
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Let's collaborate to transform your customer service processes and department with Microsoft 365 Copilot.
Implement Microsoft 365 Copilot in Customer Service with Gestisoft
Looking to implement Microsoft 365 Copilot in Customer Service? Then, get in touch with the professionals at Gestisoft. Boasting over 25 years of experience as a Microsoft Gold Partner, we help numerous organizations in North America with their Microsoft solutions.
Our team would be happy to collaborate with you to come up with a customized Microsoft 365 Copilot for Customer Service. You can also reach out to us if you have any queries pertaining to Microsoft products and platforms.
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15 janvier 2025 par Kooldeep Sahye par Kooldeep Sahye Marketing Specialist
Passionné par tout ce qui touche au référencement, aux mots-clés et à l'optimisation du contenu. Et un rédacteur enthousiaste qui s'épanouit dans le storytelling et le contenu pertinent.