Available with: Copilot Studio
Customer Service scenario: Customer support assistance agent
Scenario
Using AI Agents to create a customer support assistance agent
Empower customer support agent with real-time recommendations from knowledge base to drive customer experience.
Analyzes customer messages in real-time to determine their intent.

Copilot Studio Agent
Quickly identifies customer intent to streamline issue handling and reduce misrouting.
Categorizes support requests.

Copilot Studio Agent
Classifies support requests accurately to ensure faster and more efficient resolution.
Accesses customer profile, historical data and past interactions from CRM systems and data storages.

Copilot Studio Agent
Uses past interactions and data to provide context-aware support and reduce repetitive questions.
Detects emotional state of customer in real-time by employing advanced algorithms to analyze text sentiment.

Copilot Studio Agent
Detects customer sentiment in real time, allowing agents to respond with the right tone and empathy.
Searches and ranks the most relevant articles and solutions from internal documentation.

Copilot Studio Agent
Finds and ranks the most relevant internal solutions, cutting down on search time.
Provides agents with a step-by-step, personalized resolution path.

Copilot Studio Agent
Offers agents a clear, customized resolution path to resolve issues more effectively.
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.
What's next
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