How Microsoft customer service and support agents become super agents with Copilot in Dynamics 365 Customer Service
In this customer story, discover how Dynamics 365 Customer Service with Copilot transforms customer service reps into super agents. Read the story to learn how Copilot's advanced AI capabilities empower agents to excel by streamlining processes, enhancing efficiency and ensuring superior support delivery. Ready to transition from mundane tasks to complex problem-solving and elevate customer service? Contact us to discuss how can get you started.
What is Microsoft Copilot?
Microsoft Copilot is an AI-powered tool integrated into Dynamics 365 Customer Service that assists customer service and support agents. Launched in 2023, it helps agents become more productive by streamlining workflows, allowing them to quickly absorb information, communicate empathetically, and manage their administrative tasks more efficiently.
How does Copilot improve agent productivity?
Copilot enhances agent productivity by reducing the time spent on administrative tasks. For instance, support escalation engineer Michael Simons noted that using Copilot has cut his case summarization time from 30-40 minutes to just 15 minutes or less. Additionally, features like 'Ask a question' and 'Write an email' help agents quickly find information and communicate effectively with customers.
What are the benefits of using Copilot for customer interactions?
Copilot allows agents to respond to customers with greater insight and empathy. For example, support agent Josiah Roebuck uses Copilot to draft emails that convey empathetic language, enhancing the quality of customer interactions. Furthermore, it helps agents like Mayte Cubino Gonzalez quickly grasp case details, ensuring that customers receive reassurance and understanding promptly.
How Microsoft customer service and support agents become super agents with Copilot in Dynamics 365 Customer Service
published by Bross Group
Bross Group provides comprehensive IT solutions designed to address businesses' unique pain points. From system monitoring and cost optimization strategies, real-time threat detection to secure cloud data backup solutions, they ensure efficiency and security.
Bross Group approaches IT from the business owner's perspective, abstracting you from having to "understand the technology"; you just focus on your business. The effectively empower workforces with secure access, collaboration platforms, and device management, regardless of location. Moreover, this company offers solutions for scalable growth - no matter the pace of your business expansion. With their help, technology becomes a driving force, not a hurdle, in your growth strategy.
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