Using Copilot in Customer Service

Microsoft Copilot in Customer Service is your strategic partner to enable customer service teams. 43% of customer service reps report they were overwhelmed by the number of systems and tools needed to complete work. With Microsoft Copilot embedded directly into agents’ desktops, customer service teams can find answers fast and collaborate easily.

See how Microsoft is using Copilot to improve Customer Service processes internally – How Microsoft is reinventing customer service and support with Microsoft Copilot

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Microsoft Copilot opportunity to impact key functional area KPIs

Review our KPI overviews and view additional scenario details.

Calls handled by agents

Organizations can use Copilot to develop self-service options for customers whether that is natural language search on a website or automated call systems. These solutions can reduce the number of calls that require a customer service agent.​

Customer satisfaction score (CSAT)

Microsoft Copilot can improve customer satisfaction by providing real-time AI assistance for faster issue resolution, generating personalized email responses, analyzing customer feedback, and allowing agents to focus on delivering high-quality service.

Service quality scores

AI is elevating service quality in the professional services industry by enabling smarter, more efficient, and customer-centric operations.

Issue resolution time

Microsoft Copilot can help with lowering resolution times which in turn leads to increased agent productivity and higher customer satisfaction rates.

First call resolution (FCR)

In customer service, First Call Resolution (FCR) is a game changer because it improves customer satisfaction, enhances agent efficiency, and fosters long-term customer loyalty.

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Transform Customer Service processes

Key processes Before AI Using AI
Issue diagnosisService agents may lack access to documentation and subject matter experts, which can lead to inconsistent problem-solving and delay resolution.
Communication logging

Recap, clarify, and log issues reported on customer calls to develop a robust case history that can be analyzed to develop best practices and resolve issues faster.

Identify a root cause

Analyze information such as chat logs, email, and support tickets to identify recurring issues, patterns, and common themes to aid diagnosis.

Problem resolutionHigh volumes of unresolved issues and reopened cases can result in decreased customer satisfaction and loyalty, affecting future revenue.
Respond to a customer complaint (Microsoft 365 Copilot)
Respond to a customer complaint (Copilot for Service)

Streamline collaboration steps to diagnose and respond to an issue.

Support assignmentCustomer issues must be sorted and prioritized manually, which is time-consuming and can lead to slower issue resolution and a less personalized service experience.
Managing Service Agents

Draft work orders based on customer requests and match technicians based on issue complexity and availability

Boost field efficiency

Use automated workflows to create work orders and assign technicians. Draft customer communications using support history and context.

Customer Service roles

Day in the life of a Service Agent Day in the life of a Customer Support Director