Available with: Microsoft 365 Copilot
A day in the life of Isabel Contact Center Agent
Day in the life
Available with: Microsoft 365 Copilot
Day in the life
The agent sorts through emails to identify important internal team communications.
Microsoft 365 Copilot Chat2
The agent receives a call from Resident X and listens to their inquiry. The customer is following up on trash and recycling collection on their street which recently did not occur.
Microsoft 365 Copilot Chat2
Isabel asks Copilot to sort tasks by priority so she can assign follow up visits by field service technicians.
Copilot in Excel
Isabel monitors performance metrics, such as call duration, resolution time, citizen satisfaction.
Copilot in Excel
Isabel attends internal agent meetings with peers and colleagues from various agencies and departments focused on trends, common citizen concerns and recurring issues.
Copilot in Teams
The agent ends the day by checking emails and messages to ensure all urgent communications are addressed and to prepare for the next day.
Microsoft 365 Copilot Chat2
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.
What's next
Go to the Copilot app to try a new scenario now. Everyone can start with Copilot Chat and if you are licensed Microsoft 365 Copilot connects to your work data and apps.
Start using CopilotDownload our functional scenario kits, scenario guides, and day in the life guides to accelerate your Copilot implementation.
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