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Generative AI in Microsoft's Customer Service and Support: Learnings from Microsoft's successful deployment of Copilot to Customer Service and Support (CSS)
In this whitepaper, you will get an in-depth look at the transformative effects of using Copilot in Dynamics 365 Customer Service. Read the paper for details on how Microsoft's deployment across one of the world's largest customer support organizations revealed practical best practices and results that include 9% faster First Response rate, 12-16% decrease in Average Handle Time and more case resolutions without peer assistance. Download your complimentary copy of the whitepaper, "GenAI at Microsoft" to be inspired by the potential of Copilot to enhance productivity and significantly improve your customer experience. Contact for guidance on implementing Copilot in your service operations.
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What is Copilot and how does it enhance customer service?
Copilot is a generative AI solution integrated into Dynamics 365 Customer Service that assists support agents with various tasks. It automates case and conversation summaries, drafts emails, and answers questions, enabling agents to focus more on customer interactions. By streamlining these processes, Copilot has helped improve response times and overall efficiency, with reported statistics showing a 9% faster First Response rate and a 12-16% decrease in Average Handle Time for chat cases.
What are the key considerations for deploying Copilot?
Organizations should prepare for significant changes when deploying Copilot, as it can impact all aspects of customer support. It's crucial to address existing inefficiencies and ensure that knowledge content is accurate and up-to-date, as poor quality information can lead to ineffective outcomes. Following a structured approach, such as the 6Ds Framework, can help in managing knowledge effectively and ensuring responsible AI practices are in place.
How can organizations encourage adoption of Copilot among agents?
To encourage adoption, organizations should prioritize creating a champions program that empowers enthusiastic users to advocate for Copilot among their peers. Engaging managers to lead communication efforts and focusing on the benefits of Copilot for agents—such as reducing time spent on administrative tasks—can also help shift perceptions. Highlighting features like Conversation and Case Summaries from the start can demonstrate Copilot's value and ease concerns about AI replacing jobs.
Generative AI in Microsoft's Customer Service and Support: Learnings from Microsoft's successful deployment of Copilot to Customer Service and Support (CSS)
published by SafePC Solutions
SafePC Solutions is a leading Information Technology provider focused on application development, cloud computing, and IT security compliance related to the NIST Framework and CMMC.
Our focus areas are solving some of the most challenging IT problems, and creating solutions that improve our clients' Return on Investment (ROI). Over the past few years, we have made the SafePC Cloud division which focuses on data-backup solutions that involve developing a strategy for multi-cloud hybrid solutions. We also have created the SafePC EdTech division to provide IT training and Microsoft-related certifications to bridge the digital divide among women and minorities.
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