Copilot for improving user and employee experience
Labor shortages and skill deficits represent major challenges, especially for manufacturing companies. In 2023, 36% of manufacturing companies reported being significantly or severely affected by recruiting challenges. Last year it was even 55%. Unfortunately, Copilot cannot conjure new employees out of a hat, but it offers an almost equally effective solution: With Copilot, your employees can work much more productively and be trained more quickly.
With Copilot, users can:
- Open the Copilot chat window in any Dynamics 365 business application to ask questions about functionality and processes
- Quickly familiarize yourself with new applications
- Develop your own AI applications with Copilot Studio
- Automate time-consuming routine activities
- Let Copilot design emails and other messages
The expected productivity boost will be – according to experts - uncomparable to anything we have seen in recent decades. The faster companies use the new AI technologies, the greater their lead over the competition.
Use Case 6: Customer Service Transformation
The initial situation
Customers today expect fast, personalized service across various communication channels. Therefore, both customer service via telephone or chat as well as on-site customer service must respond efficiently and effectively to the diverse customer requirements to survive in the competition. Many manufacturing companies are faced with the challenge of optimizing their processes accordingly and ensuring the productivity of the service team.
Change by copilot
Dynamics 365 Customer Service transforms customer service by integrating AI, IoT and mixed reality. A platform can provide seamless, connected end-to-end customer service – regardless of the channel through which a customer is served.
Service teams gain access to comprehensive customer information and can focus on requests that cannot be covered by automated services such as chatbots. While speaking to a customer, they can continuously access Copilot and resolve questions in real-time.
Business added value
Companies can manage all customer information centrally and give service teams access to relevant customer data and histories. By implementing AI-driven chatbots and virtual agents, simple customer inquiries can be processed quickly and efficiently while the service team focuses on more complex and individual customer concerns.
The benefits at a glance:
- More efficient customer communication through the use of self-service portals
- Relieved support staff
- Improved use of customer feedback
- Customer support from anywhere
Practical example
James is Customer Support Manager at FutureTech and starts his working day at FutureTech with a look at the performance of the AI-driven chatbots and virtual agents that are responsible for quickly and efficiently processing simple customer inquiries.
During the day, James leverages Dynamics 365's omnichannel capabilities to serve customers across multiple channels such as live chat, social media and SMS. Copilot is always at his side and drafts reply emails, quickly finds the right solution for telephone inquiries and summarizes customer interactions for documentation. This relieves James and his team and allows them to concentrate on individual customer concerns.
Use case 7: Generative support and guidance
The initial situation
For decades, new employees have been placed alongside experienced team colleagues in order to be able to answer the initially never-ending questions in the best possible way. On the one hand, this has become more difficult in times of remote work and many employers report that training times take longer. On the other hand, such a process costs a lot of time and the focus of more experienced employees. And the initial training isn't enough: In the modern working world, new functions and tools are constantly being added, each time requiring a new training process.
Change by copilot
Copilot supports three things:
- Copilot sits as a “sidecar” alongside all Dynamics 365 business applications and offers user support in working with application functions and data via natural language chat.
- Copilot features are embedded into all Microsoft Dynamics 365 business applications and add intelligent functionality.
- Copilots individually configured in Copilot Studio can coordinate between different apps and tasks. For example, users can use Copilot to specifically ask questions about financial and operational data.
Business added value
The key business benefit is relieving employees of time-consuming tasks, freeing up more time for creative and higher-priority to-dos. Copilot not only helps manage current tasks, but also expands employees' abilities to use the full range of features in Dynamics 365.
The benefits at a glance:
- Increase productivity throughout the company
- Expansion of employee skills
- Promote creativity thanks to visualizations and templates
Practical example
Sarah is a new financial analyst at FutureTech and has been using Copilot from day one for various tasks: she analyzes financial data, creates reports in Microsoft Power BI, and summarizes meeting notes in Microsoft Teams with one click. If she gets stuck, she uses the chat and lets Copilot explain which functions she can use and how for a task. In her first week, she developed a dashboard that gave colleagues in her team new insights.
These Copilot applications allow Sarah to complete her daily tasks more efficiently and focus on strategic analysis and decision-making.
