Microsoft Scenario Library Customer Service Personalized cross-sell/upsell agent

Available with: Copilot Studio

Customer Service scenario: Personalized cross-sell/upsell agent

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Scenario

Using AI Agents to create a personalized cross-sell/upsell agent

Automatically identify customer preferences/patterns and deliver hyper-personalized upsell/cross-sell recommendations to human agents.

1. Customer data ingestion

Collects and consolidates customer interaction and transaction history from CRM.

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Copilot Studio Agent

Unifies interaction and purchase history in one place to give agents a complete customer view.

Continuously monitors and analyzes customer historical data.

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Copilot Studio Agent

Surfaces trends and behavior patterns by continuously analyzing customer data over time.

Identifies patterns and triggers for potential upsell/cross-sell opportunities.

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Copilot Studio Agent

Detects buying signals and opportunities for personalized upsell or cross-sell outreach.

Generates contextual sales recommendations for human agents based on customer persona, purchase journey, and historical needs, etc.

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Copilot Studio Agent

Delivers tailored product suggestions based on individual preferences, needs, and journey stage.

Routes warm or qualified leads to the sales team for further follow-up.

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Copilot Studio Agent

Pushes qualified leads to sales at the right moment to improve conversion speed and accuracy.

Tracks agent outcomes.

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Copilot Studio Agent

Measures the effectiveness of agent actions to refine future sales strategies.

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

1Access Microsoft 365 Copilot Chat at m365copilot.com, or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web”.

2Access Microsoft 365 Copilot Chat at m365copilot.com, the Microsoft 365 Copilot Chat mobile app, or the Microsoft 365 Copilot Chat app in Teams, and set toggle to “Work”.

3AI Agents allow Copilot to access your organization-specific apps. In the past this would have required an API call to get data from a system of record.

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.