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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 impact 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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FAQs
What is Microsoft Copilot in Customer Service?
Microsoft 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, helping agents manage their workload more efficiently. Since its deployment in March 2023, it has been used by tens of thousands of agents globally, leading to significant improvements in response times and overall customer experience.
What are the key benefits of using Copilot?
The deployment of Copilot has resulted in a 9% faster First Response rate and a 12-16% decrease in Average Handle Time for chat cases. Additionally, there has been a 7.5% reduction in Days to Close support tickets and a 13% reduction in Days to Solution for support tickets in specific business areas. These improvements have contributed to a more efficient customer service process and enhanced the overall customer experience.
How does Microsoft ensure the quality of knowledge used by Copilot?
Microsoft emphasizes the importance of accurate and up-to-date knowledge management for Copilot's effectiveness. They utilize a framework called the 6Ds Framework, which includes steps for discovering, designing, developing, diagnosing, deploying, and detecting knowledge content. This structured approach ensures that the information Copilot uses is reliable, thereby enhancing its performance and the support agents' trust in the system.
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 CIO Main Street
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