Microsoft Scenario Library Customer Service

Using Copilot in Customer Service

Microsoft Copilot in Customer Service is your strategic partner to enable customer service teams. With Microsoft Copilot, customer service teams can find answers fast and collaborate easily.

Back to the Scenario Library Download the Customer Service scenarios kit
Filter products
Microsoft 365 Copilot Chat
Microsoft 365 Copilot
Agents
Reset filters

Use cases

Transform Customer Service use cases

Microsoft Copilot in Customer Service is your strategic partner to enable customer service teams. With Microsoft Copilot, customer service teams can find answers fast and collaborate easily.

Problem resolution

High volumes of unresolved issues and reopened cases can result in decreased customer satisfaction and loyalty, affecting future revenue.

BuyExtend

Case assignment

Customer issues must be sorted and prioritized manually, which is time-consuming and can lead to slower issue resolution and a less personalized service experience.

BuyExtend

Day in the life

See how people can use Copilot to perform common tasks throughout their day to save time, generate value, and improve their wellbeing.

Extend

Issue diagnosis

Service agents may lack access to documentation and subject matter experts, which can lead to inconsistent problem-solving and delay resolution.

Extend

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help reduce calls

Organizations can use Copilot to develop self-service options for customers whether that is natural language search on a website or automated call systems. These solutions can reduce the number of calls that require a customer service agent.​

How Microsoft Copilot can help CSAT

Microsoft Copilot can improve customer satisfaction by providing real-time AI assistance for faster issue resolution, generating personalized email responses, analyzing customer feedback, and allowing agents to focus on delivering high-quality service.

How Microsoft Copilot can help service quality scores

AI is elevating service quality in the professional services industry by enabling smarter, more efficient, and customer-centric operations.

How Microsoft Copilot can help reduce average resolution times

Microsoft Copilot can help with lowering resolution times which in turn leads to increased agent productivity and higher customer satisfaction rates.

How Copilot can help improve first call resolution

In customer service, First Call Resolution (FCR) is a game changer because it improves customer satisfaction, enhances agent efficiency, and fosters long-term customer loyalty.