Using Copilot in Microsoft Dynamics 365 Customer Service

Transform customer support using Copilot within Dynamics 365 Customer Service

In the rapidly evolving landscape of modern business, delivering exceptional customer service is paramount for maintaining a competitive advantage. With shifting customer expectations, organizations are actively pursuing innovative solutions to streamline support operations. Copilot, an AI-driven tool integrated into Dynamics 365 Customer Service , stands at the forefront of this revolution. By offering real-time assistance, Copilot transforms the agent experience, enabling faster issue resolution, more efficient case handling, and automation of tedious tasks. This allows agents to dedicate their efforts towards delivering top-tier service to customers.

Ask a question

Upon signing in to any of the Customer Service agent apps, CoPilot seamlessly opens in the right-side panel, primed with the "Ask a question" tab readily available. Serving as your collaborative partner, CoPilot proactively assists in addressing inquiries, eliminating the need for manual information retrieval. Ask a question

With Copilot, you can take the following actions:

• Ask a direct question: Copilot shows the most relevant answer from the knowledge sources your organization has made available.
• Ask follow-up turn by turn questions: If Copilot's response isn't immediately useful, you can ask follow-up questions and guide Copilot in a natural, conversational way.
• Ask Copilot to attempt a better response: Copilot can also rephrase responses based on more guidance such as, "Can you summarize your response?" or "Can you attempt a response providing details for each of the steps you mentioned?"

Create intelligent email responses

Agents often spend a lot of time crafting email responses to customer inquiries. With Copilot, this process becomes much quicker and easier. Agents can choose from pre-made options like suggesting a call or resolving an issue, or even create their own prompts for more complex problems. Copilot then uses the conversation's context, case notes, and the organization's knowledge to draft a personalized email. Agents can edit the email as needed before sending it off to quickly resolve the customer's issue. This feature helps agents respond to emails faster and be more effective in solving customer problems. Draft emails responses

When you start drafting an email, Copilot opens on the right side and offers five pre-written options and one custom option:

• Suggest a call: Recommends scheduling a call with the customer soon.
• Ask for more information: Requests additional details from the customer to better understand the issue.
• Show empathy: Expresses understanding and sympathy if the customer has a complaint.
• Provide product/service details: Offers information or answers questions about a specific product or service.
• Solve the problem: Offers a solution, along with any necessary steps, to resolve the customer's issue.

How Copilot uses knowledge base and web sources

By default, Copilot searches internal knowledge base sources to provide responses. If your administrator has set up trusted domains, Copilot expands its search to include these domains along with the internal knowledge base, up to a maximum of five, to find relevant information.

Draft a chat response (Preview)

Although this feature is still in preview, Copilot allows you to draft chat responses when in conversation with a customer. Draft a chat response

Summarize Cases

Copilot case summaries provide a quick overview of a case, helping agents understand the situation and solve problems more efficiently. These summaries include details like the case title, customer name, product, priority, and description. They are shown as cards on the case form, which are minimized by default to keep the screen neat. You can click to expand and view all details.

Summarize Conversations

Copilot automatically creates conversation summaries when agents request help from another agent, transfer the conversation, or finish a chat. You can also request a summary while the conversation is still active. The summary can be presented either as a single paragraph or in a structured format.

• Copilot creates conversation summaries automatically when you ask for help from another agent, transfer the conversation, or finish the conversation. You can also ask for a summary while the conversation is still going.
• The summary can be shown in a paragraph format, where the conversation is condensed into one paragraph, or in a structured format.

Understand Copilot Usage in Your Organization

Service managers should assess the impact of Copilot on operations and agent experiences. Dynamics 365 Customer Service offers detailed analytics reports that provide insights into Copilot’s usage, including how frequently agents use it, the number of Copilot-related interactions, and the duration of those conversations. Managers can track how many cases were resolved with Copilot’s help and also collect feedback from agents on its effectiveness.

All images courtesy to Microsoft.