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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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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 Reliance Infosystems
Reliance Infosystems Group is a Microsoft Advanced Specialization Partner with Solutions Partner designations in Modern Work, Digital & App Innovation, Infrastructure and Data and AI. The group is championing business transformation for major verticals Across MEA, UK, US and Canada. We are focused on helping enterprise and midsize businesses transform their core operations to become agile, scalable and simplified by leveraging the expansive technology innovations, speed, reduced cost and unparallel flexibility resident in Microsoft Cloud. Our future-geared approach to Microsoft Cloud practices won us both the 2017, 2021 and currently 2024 Microsoft Partner of the Year for Nigeria and Botswana
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