Microsoft Scenario Library Customer Service Knowledge metadata agent

Available with: Copilot Studio

Customer Service scenario: Knowledge metadata agent

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Scenario

Using AI Agents to create a knowledge metadata agent

Streamline knowledge management with automated document classification, metadata tagging, and version tracking.

1. Content scanning

Scans existing content structured and unstructured (e.g., SharePoint, CRM notes, ticket histories) to pick up topics, types, metadata, etc.

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Copilot Studio Agent

Quickly identifies key topics, metadata, and content types across both structured and unstructured sources.

Automatically generates relevant metadata tags (e.g. topic, product, issue type, owner, version, creation date) that align to org taxonomy.

Copilot Studio icon

Copilot Studio Agent

Saves time by auto-tagging documents with consistent, taxonomy-aligned metadata.

Indexes metadata tags for easy and accurate retrieval.

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Copilot Studio Agent

Enables fast, accurate document retrieval through smart indexing.

Tracks and compares document versions to avoid duplication.

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Copilot Studio Agent

Prevents duplication by comparing document versions and surfacing the most current.

Continuously monitors and automatically updates version of documents and uses version control to make sure latest articles are used for search.

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Copilot Studio Agent

Ensures users always access the latest versions by auto-updating tagged content.

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help reduce calls

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.​
Self-service bots​
  • Create knowledge databases that Copilot can access​
  • Use web-based chat bots or call automation.​

How Microsoft Copilot can help 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.
Incorporate feedback
  • Rapidly analyze customer feedback
  • Quickly create recommendations
  • Swiftly update scripts and processes
  • Create communications to socialize the changes

How Microsoft Copilot can help service quality scores

AI is elevating service quality in the professional services industry by enabling smarter, more efficient, and customer-centric operations.
Analyze trends
  • Rapidly identify themes and trends
  • Access data from multiple data sources using single interface
  • Recommend actions to address pain points using customer data, past service interactions and knowledge database
  • Analyze agent effectiveness

How Microsoft Copilot can help reduce average resolution times

Microsoft Copilot can help with lowering resolution times which in turn leads to increased agent productivity and higher customer satisfaction rates.
Boost productivity
  • Rapidly research customer interactions
  • Create first drafts faster
  • Check for similar issues and resolutions
  • Quickly send follow-up communications

How Copilot can help improve first call resolution

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.
Improve customer satisfaction
  • Diagnose a problem quickly using external and internal databases
  • Automated analysis using customer data and knowledge base
  • Quicker and more accurate draft responses based on historical resolution data
  • Proactive and personalized follow-up communications

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.