Retail scenario: Assist store associates
Available with: Microsoft 365 Copilot Chat and Copilot Studio Scenario level:
KPIs impacted
Store revenue
Customer satisfaction
Employee churn
Value benefit
Revenue growth
Employee experience
Using Copilot to assist store associates
1. Retrieve product details
Ask Copilot to retrieve product specifications based on the product/model info provided.
Microsoft 365 Copilot Chat1
Benefit: Help sales associates locate product information easily from the manufacturer’s website.
2. Locate product
Retrieve shelf location and specific aisle where the product is located.
Copilot Studio Agent
Benefit: Assists store assistants in finding the exact location, saving time to locate a product.
3. Assist with return policy
Sales associate can help customer by using Copilot to retrieve the company return policy for the products under consideration.
Microsoft 365 Copilot Chat1
Benefit: Increases customer satisfaction by educating them on return policy for the product.
4. Recommendations
Copilot identifies items for sales associate to suggest based on the customer’s age group, product preference etc.
Microsoft 365 Copilot Chat1
Benefit: Increases customer satisfaction by suggesting products personalized to them.
5. Cross selling
Sales associate prompts Copilot to suggest items similar that would complement the current order.
Copilot Studio Agent
Benefit: Assists store assistants in bundling products that customers are likely to buy, increasing the order value.
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 mm365copilot.com, the Microsoft 365 Copilot Chat mobile app or the Microsoft 365 Copilot Chat app in Microsoft Teams, and set toggle to “Work”.
3Copilot agents allow Microsoft 365 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.
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.
