OnDemand Webinar

Microsoft Copilot in Customer Service

In today's fast-paced business landscape, delivering exceptional customer service is more critical than ever. Microsoft Copilot, an innovative AI-powered solution, is reshaping the way businesses interact with their customers. In this webinar, HSO's Senior D365 Consultant Ragavendra Prasad will delve into the capabilities of Microsoft Copilot and demonstrate how it can elevate your customer service to new heights. From automating routine tasks to providing actionable insights, Copilot empowers your agents to deliver personalized and efficient support, ultimately enhancing customer satisfaction and loyalty.

Ragavendra Prasad  0:12
Thank you for joining. And thanks so much for your time. I would like to welcome you for an insightful on demand webinar hosted by hedges saw where we drove into the revolutionary impact of Microsoft co pilot in the customer service area. In today's fast paced digital world, customer service excellence is a key differentiator for businesses. With the integration of cutting edge AI technologies, like Microsoft co pilot, organizations can elevate the customer service to unprecedented levels. In this webinar, we will explore the capabilities of Microsoft co pilot and its role in transforming customer service operations. From streamlining support processes to enhancing agent productivity copilot offers a range of powerful features designed to revolutionize the customer experience. In this webinar, we will also look at understanding the fundamentals of copilot and its place in the Customer Service landscape. We'll discover how copilot leverages AI to analyze customer interactions, providing valuable insights for improving service quality. Let's learn together how copilot automates repetitive tasks, allowing agents to focus on more complex customer issues, and deliver personalized support. We'll also explore how copilot seamlessly integrates with existing Microsoft Dynamics 365 solutions, creating a unified ecosystem for customer service excellence. So if you are a customer service manager, looking to optimize team performance, or a customer service representative striving to exceed targets, this webinar is your gateway to unlocking the full potential of Microsoft copilot for customer service. So please don't miss out this opportunity in gaining the competitive edge in today's dynamic customer service landscape.

Ragavendra Prasad  2:14
So now let's look at the agenda quickly. So we are going to be looking at what is co pilot first of all, and copilots landscape with Dynamics 365 and power platform. We'll quickly look at Microsoft copilot for customer service. Its overview, features and capabilities and we'll also be looking at a quick demonstration of how copilot works in the customer service area. A quick introduction about myself. So my name is Raghavendra Prasad and I work for HSO Australia, based in Melbourne and I'm a senior d3 Six Five consultant carrying 10 years of dedicated Microsoft Dynamics CE applications experience. So, what is co pilot? So traditionally called CRM, customer relationship management and enterprise resource planning systems have long been mission critical customer and business data sources. However, they frequently require burdensome tasks like manual data entry, content generation and note taking. So dynamics 365 copilot takes advantage of all of these recent advancements in the generator artificial intelligence to automate these tedious tasks and unlock the full creativity of the workforce. So dynamics 365, copilot puts CRM and ERP to work for business users to accelerate the pace of innovation and improve business outcomes in every line of business. So let's understand copilot in the dynamics 365 and power platform landscape as well. So Microsoft Dynamics 365 copilot is world's first copilot in both CRM and ERP platforms. That brings next generation AI to every line of business such as sales, customer service, marketing, field service and bot platform. So according to our recent survey on business trends, nearly nine out of 10 workers hope to use AI to reduce repetitive tasks in their jobs with Dynamics 365, copilot organization organizations and other workers with AI tools built for sales, service marketing, operations and even supply chain roles. So these AI capabilities allow everyone to spend more time on the best parts of the job and less time on repetitive and mundane tasks. So first, let's look at co pilot for Dynamics 365 sales. So copilot in Microsoft Dynamics 365 sales help sellers dramatically reduced it time they spend on clerical tasks. So AI helps write email responses to customers and can even create an email summary of a team's meeting in Outlook. So the meeting summary puts pulls in details from the seller CRM, such as products and pricing information as well as insights from the recorded team's calls. So with sellers spending as much as 66% of their day checking and responding to emails, this presents a significant business upside to give the seller more time with their customers. On the dynamics 365, customer insights and marketing side of things. Copilot empowers marketers to simply simplify their workflow in data exploration, audience segmentation and content creation using copilot in dynamics 365 Customer Insights, marketers can curate highly personalized and targeted customer segments. By having a dialogue with the customer data platform using natural language. Marketers can receive suggestions and about additional information and segments that they may have not been previously considered. So this new capability can handle complex calculations and match customers that fit a select Profile. Using copilot in dynamics 365 marketing, marketers can describe their customer segments, in their own words to create a target segment with the so called query assist feature. Marketers can also make use of Copilot to effortlessly get inspiration for fresh email campaign content based on a simple request. Copilot makes suggestions based on key topics entered by the marketer the organization's existing marketing emails as well as from a range of intent sources to increase the relevance of generated ideas. Copilot in the customer service area empowers agents to deliver exceptional customer care. So dynamics 365. Copilot drives contextual answers to queries in both chat and email in addition to providing an interactive chat experience, using the knowledge bases and case history, so this AI powered expertise is always available to answer questions. Copilot is also making it easier for customer service departments to build virtual agents in minutes with conversation boosters in power virtual agents, which harnesses the power of Azure open AI service and being to provide answers from company websites and internal knowledge bases that you choose. To pilot in Field Services area, we can enable frontline workers and service managers to create view and manage orders using the power of generative AI. So copilot capabilities within the Microsoft 365 integrations and the Field Service Core application support users with assistance work order creation, work order management and work order scheduling recommendations, which results in increased frontline productivity. Finally, using copilot in the power platform areas, we can build automated workflows accelerate app development with copilot creative sites with power pages and enhance user experiences with power virtual agents as well. So the this fusion of artificial intelligence and co pilot with Microsoft Power platform opens up new possibilities for technical users such as it Technical consultants or developers to achieve their goals more efficiently even without extensive coding knowledge. So therefore, the ball platforms latest updates empower users to leverage AI technologies making the development process faster, more intuitive, and highly productive. Let's look at dynamics 365. Customer Service copilot specifically it brings the power of generative AI to customer service representative workstreams within Microsoft Dynamics 365 leveraging data from nearly any CRM system. It does not look at the data not just from Dynamics 365 But he also works closely with Salesforce ServiceNow and Zendesk as well. So customer service agents could interact with co pilot using agent facing co pilot model, which is supported by AI generated summaries and content. customer service reps could personalize customer interactions using assisted AI insights and recommendations. And additionally agents can also keep their data fresh by seamless information sharing and data integrations. Let's also look at some of the customer success stories. So more than 63,000 organizations have experienced co pilot in dynamics 365 and power platform and they have benefited exponentially so customers have seen increased activity and in some instances even relief from repetitive tasks. So these are some of the organizations who loved copilot experience overall. Let's look at the demonstration scenario for today. So what we will be looking at is asking a question to copilot. So first of all I'm going to be assuming myself as a customer service agent. And I will be asking copilot few questions based on the case that I'm assigned to draft an email from the customer service app. And also once I'm done with that, I'm going to be checking the highlights and also the case summaries for the case record. So I'm going to be sharing my screen for the CRM application in a second

Ragavendra Prasad  11:04
once we have enabled copilot within the application area, we will be able to see copilot Brigitte popping up on the top right hand side as such, so which means that the copilot is now readily available to assist us. So like I said with my example I will be playing the role of a customer service agent right now. And I can see that these are all of my active cases currently assigned to me. So I'm going to be opening up damaged during shipment case record as an example for today

Ragavendra Prasad 1 11:46
so once the record loads up, I'm going to be assuming myself as a customer service agent and going to be filling in all of the information based on based on what the customer has complained basically.

Ragavendra Prasad
Thanks so it's showing up slowly. And case record is opening up. So I'm going to be looking at this case once again, as I said it's about damaged during shipment. So which is an example of one of the one of the cases that I'll be looking at. So as it says, I'm the customer service agent and I have I can see that this case has come through phone as an origin. And I've spoken to the customer already and the customer claims that the product was damaged during shipment. So I'm going to be taking that as a note here that the product was damaged during shipment and the customer is looking for a replacement so this is the example that I will be trying to follow today. So I'm saving the record. So once that's done, as per my demo scenario, I would like to ask copilot itself about what is what should I do in the scenario that about a product being damaged so I'm going to be asking copilot damaged product

Ragavendra Prasad 14:54
do Ben damaged product something like that? So let's see what copilot comes. back to us with

Ragavendra Prasad  15:03
what Coppola does here is it will process the information, like we said, in the start of the meeting its processing or natural language, you know, words, and it's going to be looking at the database. So when I say database here, it also provides you the sources where it's actually looking at. So currently, the reply that I got from copilot is about what I need to do when a product is damaged, it's actually asking me to fill out a written authorization form on the portal, it's giving me the number of steps to do etcetera. So what I can do with it is I can copy this information and I can make use of it, you know, in the description with with the timestamp today, or I can even make a note of it in the timeline as a notes with today's date, saying that 14 May 2024. And this is for my internal reference. So maybe in if somebody else as a customer service agent wants to have a look at this case, he or she might be able to understand from this notes, right. So for all of these purposes, I can make use of this information coming up. At the same time, like I said, here in the bottom, you might be able to see the sources from where it is coming from. So this source from where it is coming from is from the knowledge base. So as you can see it says damaged or defective products. So click on damaged or defective products link, it will actually open up in a separate browser and window. And it should take me to the knowledge base article directly. So all the published and approved Articles in the system can be previewed directly in this designers page over here, right? So copilot in general is looking at all of these knowledge based articles based on the keywords that we type. And he's going to be giving us information back here. So without without the customer service agent, logging in to a separate or navigating in to the knowledgebase articles away from the case is making on reducing the repetitive tasks, you know, for the customer service agents a lot more easily. So that's the first thing that we've asked a question. Now as per my demo scenario, the next step is to frame an email, right. So now that we know that the customer is looking for a replacement, I'm going to be writing an email from CRM itself within the dynamics 365 customer service app context, all I need to do is just click on that plus button, it takes me to the new email. And as you can see here on the right hand side, it has highlighted me with a right and email tab over here, right. And it also defaults me with some of the information which I can't readily make use of. But if I'm not really wanting to use any of these, I can also describe what I want. So I'm going to go ahead because the product is damaged. And the same time me as a customer service agent, I want to know more information also together so I can say more information, the more compiler does for us over here

Ragavendra Prasad  18:59
so as you can see, over here, Gopal, it has come with empathizing the feedback, as you can see here, it's saying that it's empathizing with the customer. And also, we said we wanted more information, right, so it's also requesting more information as well. And at the same time, it's gone another another step more and look at the damaged or defective products from the knowledge base. And it was also pulled in some information from that as well. So it's a blend of what we asked and what it found from the knowledgebase. So which I really like. So I'm going to go ahead and copy that content over here into the body of the email. And once that's done, I can also directly go ahead and you know, send us information with the subject of the email like this or I can also go ahead and adjust the tone of the email. So if I want to make it a little bit shorter, I can select that. And if I want to adjust the tone to make it more formal, I can make that updates, you know, and then copilot will make all those changes and keep the content ready. So I can copy and make use of it in my emails, right. There we go. So it's made some don't adjustments to the email, if I like it, I can simply copy it again, right, so it moves the content over here. And that's it. So we are just fine to send this email through this no attachments, that's fine.

Ragavendra Prasad  20:47
Now after doing this, it should send the email out to customer directly. So imagine from a customer service representative perspective that he or she might be working on 1015 or even more number of cases on a day to day basis. So what will happen is, if the customer representative have to be framing so many emails on a day to day basis, copilot can definitely step in and reduce the amount of repetitive tasks. And at the same time copilot can also be helpful to us in a in a different way. As such, as you can see here on the top, it's there is a there's an option called summary. So what this does for us is it's going to be looking at a combination of different fields available on the case form. So we've got case title, we've got case number, we've got description of the case. And it also looks at priority and stuff like that. And at the same time, it also goes through each and every email in a timeline. So this is a combination of a one liner or a quick paragraph for the customer service agent to have a look at. And he does he or she doesn't have to go through each and every emails in the trailer in the timeline. So this summary on the top gives you a gist of what has actually happened on the case so far. So that is a very important feature. And at the same time, we've also got highlights here. So highlights is another feature which actually makes bulletin points based information based on the information that it has found from the email straights. So like we like the email says we were trying to address the issue of a damaged product. So no restocking fee was to be charged. So this is something that we found from the knowledgebase articles, etc. So this is the highlight feature that has actually worked here. And this summary will again be very useful on a day to day basis because a customer service representative might be working on 20 or 25 different cases on a day to day basis. So this summary will be super helpful. Right. That's the summary. And that's the highlights I want to show you. And one other thing that I wanted to show you is the customer service Admin Center app. So now I am assuming myself as a customer service admins administrator. So what that means is when I will be configuring some of the information here, such as queues, I might be working on routing rules, I might be setting up some, you know, case settings, etc. So I might be just you know, inside a specific record, and I just wanted to know how many cubes are there for example, and copilot replied back to me saying that there are 147 cubes in total. So you know, if there is something that we want to quickly ask and understand about the data that has been set up in the system, then copilot can definitely step up and give us all of the information that is actually required. So this is a conversational experience that an admin user can actually have with copilot. So all copilot does is just looks at the data that's currently set up in the system and provide us information back. Right. So this is the conversational experience that we would be looking at. And yeah, to enable the co pilot. It's just on the productivity side, you know on the customer service Admin Center, and the summaries and all of the information for setting up copilot is actually available with a tag called AI copilot. And lastly, the final thing that I want to show for today in the demo is the case summary that works based on specific fields as I mentioned earlier, so those fields can again be actually configured in the system. So we can, you know, show you what fields it is

Ragavendra Prasad 25:21
And that's fine. It's fine. Yeah. So now let's go into the summary over here. So once we get to the summary, as you can see there is an option called manage data. So this is the list of fields that copilot will be looking at in order to generate a case summary. So if we have got a different lookups, called, let's say, out of the box, for the case record, if it comes with contact lookup, but we have used a custom lookup for an example, we can always go ahead and point to the right contact lookup over here. And likewise, if there is a different custom field created for title, we can always refer the right fields that we have, you know, that corporate needs to look at etc. So these 10 or 11 different screens over here will be the list of fields that copilot will rely on for the case summary generation in total. Right. Now, that's the end of my demo scenario over here. And yeah, so that sums up my demo scenario for today. And I really thank you guys for having the time to look at the webinar. If there is any question at all, please feel free to reach out to me on the email address mentioned. And yes, thanks so much, once again for the for the time.