How Microsoft customer service and support agents become super agents with Copilot in Dynamics 365 Customer Service
In this customer story, discover how Dynamics 365 Customer Service with Copilot transforms customer service reps into super agents. Read the story to learn how Copilot's advanced AI capabilities empower agents to excel by streamlining processes, enhancing efficiency and ensuring superior support delivery. Ready to transition from mundane tasks to complex problem-solving and elevate customer service? Contact us to discuss how can get you started.
What is Microsoft Copilot?
Microsoft Copilot is an AI-powered tool integrated into Dynamics 365 Customer Service that assists customer service and support agents. Launched in 2023, it helps agents become more productive by streamlining workflows, allowing them to quickly absorb information, communicate empathetically, and manage their administrative tasks more efficiently.
How does Copilot improve agent productivity?
Copilot enhances agent productivity by reducing the time spent on administrative tasks. For instance, support escalation engineer Michael Simons noted that using Copilot has cut his case summarization time from 30-40 minutes to just 15 minutes or less. Additionally, features like 'Ask a question' and 'Write an email' help agents quickly find information and communicate effectively with customers.
What are the benefits of using Copilot for customer interactions?
Copilot allows agents to respond to customers with greater insight and empathy. For example, support agent Josiah Roebuck uses Copilot to draft emails that convey empathetic language, enhancing the quality of customer interactions. Furthermore, it helps agents like Mayte Cubino Gonzalez quickly grasp case details, ensuring that customers receive reassurance and understanding promptly.
How Microsoft customer service and support agents become super agents with Copilot in Dynamics 365 Customer Service
published by RCITMS
RCITMS is Minority and Veteran Owned Cloud and Managed Services provider. Managed Service providers have become a commodity recently, but RCITMS takes pride in providing a total customer solution separating ourselves from other competitors.
IT Managed Services
We perform up/down device monitoring, asset management for in-scope monitored devices, and escalation for your IT. You perform all day-to-day management of services.
We co-manage with you, acting as an extension to your IT team to assist with issues. Our Network Operations Center (NOC) does infrastructure monitoring, alerting, first attempt at resolution through our standard deployed tools’ functionality, and escalation to your IT or Tier-1 escalations to your Internet Service Provider(s).
Thoroughly Understand Your Business Strategically Plan Your IT based on our mutual understanding.
Provide Proactive Support and Management That Prevents Issues.
React Quickly and Effectively When Issues Do Arise.
Delivering 100% satisfaction-guaranteed results or keep working until we get it right.
These centralized services provide proactive monitoring, and maintenance of your entire IT environment. Remote management and alerting allows us to keep your business humming along. In fact, we hope we are so transparent on your organization that you forget that we are even there.
We perform monitoring and alert escalations and other managed services activities such as break/fix, maintenance patching, and performance/capacity tuning. Services also include asset, incident, change, problem, knowledge, and major incident management.
IT Managed Services
- Remote Management and Monitoring
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- Patch Management
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