September 13, 2024
Summary: This write explains Microsoft Copilot for Service, its core capabilities and features that can help a business empower its workforce with a smart and fast tool to deliver promptly and drive business benefits by making the best of Copilot for Service.
Microsoft Copilot for Service
In general, Microsoft Copilot for Service or Copilot in Dynamics 365 Customer Service helps business organizations improve every aspect of contact center operations. For the most part, this investment in generative AI would readily help contact centers create seamless self-service options for common queries. In addition, Microsoft Copilot helps every agent become a Super-Agent when it comes to solving more complex and mission-critical issues.
AI and Copilot for Service
With the inception of Dynamics 365 Copilot capabilities a year ago, organizations have already started realizing the benefits of generative AI in the contact center. Given these points, Copilot for Service answers agents’ questions, drafts emails, delivers case and conversation summaries and drives automation across time-consuming tasks. Most importantly, you can find enhanced email drafting capability as Microsoft Copilot for Service comes with a contextual inline email editor. For the most part, this makes it even easier and simpler for agents to offer custom-made or personalized services.
Here, Copilot in Dynamics 365 Customer Service helps Sales Managers or Sellers in Service Business Organizations
- Create sales meeting preparation briefs in Word.
- Summarize emails and surface relevant purchasing intent and budget, authority, need, and timing analysis in Outlook.
- Create emails in Outlook with relevant product, account, customer relationship, and opportunity data from their CRM system and Microsoft Graph.
- Add potential leads and update CRM records directly from Outlook.
- Oversee meeting preparation notes and real-time sales insights while having calls in Teams.
- Check sales meeting summaries in Teams with conversation analysis, sales keywords, KPIs, and suggested improvements or activities.
- Generate collaborative deal rooms in Teams to sync with CRM data.
Also, this release of Copilot in Dynamics 365 Customer Service enables agents to generate AI-powered timeline highlights. In particular, this capability helps them get an overview of key activities like emails, notes, appointments, tasks, phone calls, and cohesive conversations.
Dynamics 365 Copilot: Generative AI in External Applications
Notably, business organizations can extend Microsoft Copilot capabilities with prompt plug-ins. Needless to say, these plug-ins assist agents in generating a summary of their customers, products, cases, or any other entities in Microsoft Data verse, without switching between different tabs or logging in to a separate application.
Most importantly, the introduction of Microsoft Copilot for Service has enabled business organizations to use Microsoft Copilot capabilities with their existing customer relationship management (CRM) solutions, such as Salesforce, and other productivity apps like Microsoft Teams and Outlook.
For the most part, Copilot for Service helps companies access knowledge more easily and speeds up training, and problem-solving activities. Moreover, in Teams, agents can save substantial business hours by accessing a customer’s CRM records while attending a meeting. Furthermore, Microsoft Copilot for Service helps agents update the case and contact details, and link to open Customer Relationship Management records from Teams.
Highlights: Dynamics 365 Customer Service with Copilot
In Outlook, Copilot for Service helps draft personalized, custom, contextual customer service emails based on predefined intents. Here, agents can provide their own custom intents as well. Also, Microsoft Copilot can help sales managers or business administrators catch up on email quickly by creating summaries of long email conversations and displaying summaries of all the core activities and information of a case. This way, Microsoft Copilot for Service helps save the summary to the CRM system and lets them access it later.
By all means, you can prepare for meetings as Microsoft Copilot in Dynamics 365 Customer Service offers the case summary associated with the meeting, along with access to view and edit CRM records. Furthermore, business administrators can make the best of Copilot for Service to get recommendations for CRM updates to agents based on data they find in Outlook, such as contacts, emails, meetings, and summaries.
Features: Microsoft Copilot
Workforce Management
Chiefly, business companies can leverage Dynamics 365 Customer Service with Microsoft Copilot for
- Using Microsoft Copilot for Service to optimize resource allocation, streamline operations, and improve customer satisfaction
- A solution structured and designed to predict service volumes and agent demands
- Accurate predictions for up to six months into the future
- Intelligent, AI-powered forecasting
- Analyzing historical data and trends
Forecasting
Dynamics 365 Copilot for Service is structured and orchestrated to help a business meet the unique needs of its front-office and back-office operations.
In addition, it
- Distinguishes between direct customer interactions and internal processing
- Offers required flexibility in forecasting for different service channels
- Enables organizations to plan resources efficiently
- Ensures optimal service levels and agent availability
Operational Metrics
Markedly, Microsoft Copilot for Service offers operational metrics such as
- Service level
- Shrinkage
- Concurrency
- Auto-detection of seasonality and holidays
- Refined accuracy
- Adaptability to service demand variations
In addition, user-friendly charts and the ability to slice forecast data by channels and queues are some of the highlighting features that grab the attention of trend-setting businesses. For the most part, it provides valuable insights and export functionality to enhance usability and integration with other, third-party tools.
Microsoft Copilot: Next-generation AI
Most importantly, Microsoft Azure OpenAI Service comes with an array of privacy features, including data encryption and secure storage. Given these points, Copilot for Service allows users to gain more control and access to their data and delivers detailed auditing and monitoring capabilities. By all means, Microsoft Dynamics 365 is structured on Azure OpenAI and it helps business enterprises rest assured with Exemplary Data Privacy and Protection.
Why NavisionIndia?
At NavisionIndia, you can connect to our adept and skilled Dynamics 365 Consultants to avail of Dynamics 365 Customer Service embedded with Microsoft Copilot. For the most part, our subject-matter experts deliver their deep knowledge across Microsoft Copilot for Service and offer their exposure and expertise to drive optimum business benefits out of AI-powered capabilities.
In addition, our consultants help you scale up and drive innovation with their proven methodologies, rich industry expertise, and exposure to working across different industries, and expert-level assistance, even beyond the entire implementation lifecycle.
For more details, write to us at info@navisionindia.in Or Schedule A Demo