A day in the life of Ethan Customer Service Agent

Ethan, an agent at Fourth Coffee, receives an email from a customer Joanna about her coffee machine’s warranty. Ethan uses Copilot for Service in Outlook to generate a case summary.

Copilot in Outlook

Now, one of Joanna’s coffee machines is making a strange noise. Ethan uses Copilot in Outlook to quickly draft a reply. Copilot for Service adds case details from his CRM to the email. He adds an invitation to a Teams call.

Copilot in Outlook

Ethan uses Copilot to prepare for his call with Joanna. He prompts Copilot to summarize all of his communications and related documents. Copilot for Service includes Joanna’s case histories and other data from Ethan’s CRM.

Microsoft 365 Copilot Chat2

On the call, Ethan uses Copilot in Teams to suggest questions to ask Joanna. Copilot for Service identifies and suggests a fix, which Ethan then communicates to Joanna on the call.

Copilot in Teams

After ending the call with Joanna, he uses Copilot in Teams to summarize the meeting. Copilot for Service adds the summary to Joanna’s contact record directly from Teams. 

Copilot in Teams

Later, Ethan receives a live chat inquiry from another customer asking about a promotion. He uses Copilot for Service in Teams to get a concise summary of the promotion and craft a response.

Copilot in Teams