Microsoft Scenario Library Customer Service Customer support assistance agent

Available with: Copilot Studio

Customer Service scenario: Customer support assistance agent

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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.

1. Customer message analysis

Analyzes customer messages in real-time to determine their intent.

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Copilot Studio Agent

Quickly identifies customer intent to streamline issue handling and reduce misrouting.

Categorizes support requests.

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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.

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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.

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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.

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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.

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Copilot Studio Agent

Offers agents a clear, customized resolution path to resolve issues more effectively.

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.