Hello Everyone,
Microsoft Copilot has introduced several features in Dynamics 365 Customer Service that can significantly enhance customer support, Let me break it down for you:
1. Ask Copilot a Question: Agents can use Copilot to ask natural language questions and receive quick, informative answers. It’s like having an experienced coworker available to chat all day, every day. Copilot searches company resources and returns relevant responses.
Agents can also rate the helpfulness of these answers.
2. Create Intelligent Email Responses: Copilot drafts contextual and personalized answers to questions on both chat and email. This feature streamlines communication with customers and ensures consistent, high quality. responses.
3. Understand Copilot Usage: Contact center managers can view agent feedback and understand how agents interact with Copilot. This helps identify areas where sources may need updates or removal.
4. Summarize Cases and Conversations: Released in september 2023, this feature allow Copilot to summarize cases and conversations saving agents valuable time.
5. Business Impact: Copilot uses generative AI to improve tasks such as completing customer conversations triaging and closing cases, and drafting and sending emails. Reducing handle times lead to improved customer satisfactions levels.
In summary, Copilot transforms the agent experience, enabling faster issue resolution, efficient case handling and automation of tedious tasks, ultimately enhancing customer service.
That’s it for today.
I hope this helps,
Malla Reddy Gurram(@UK365GUY)
#365blogpostsin365days