Customer Service Automation
In 2019, Microsoft used 16 different case management tools, which made collaboration across various lines of business difficult. In 2020, the company started to shift its customer care platform to as part of a larger commitment to support customer service and support agents. In 2021, Microsoft deepened the integration of Teams into the overall Dynamics product experience for better collaboration with subject matter experts around complex technical cases.
Reported impact
“What Copilot helps me do is get through the administrative tasks faster so I can move on to the next call. Now the whole process is taking 15 minutes or less, where it used to take 30 or 40.”
In 2019, Microsoft used 16 different case management tools, which made collaboration across various lines of business difficult. In 2020, the company started to shift its customer care platform to as part of a larger commitment to support customer service and support agents. Microsoft rolled out Microsoft Copilot in Dynamics 365 Customer Service to its customer service and support agents in 2023. Here, three support agents share their stories about how Copilot helps them be more productive, respond to customers with insight and empathy, and better balance their personal and professional lives. “When a call reaches me, the customer needs reassurance and understanding immediately. I need to absorb a lot of information quickly, and Copilot lets me grasp the details right away.”
In 2019, Microsoft used 16 different case management tools, which made collaboration across various lines of business difficult. In 2020, the company started to shift its customer care platform to as part of a larger commitment to support customer service and support agents. In 2021, Microsoft deepened the integration of Teams into the overall Dynamics product experience for better collaboration with subject matter experts around complex technical cases.
Microsoft is a worldwide leader in technology with millions of customers—including itself. The company’s customer service and support operation, one of the largest in the world, is also one of the largest users of Dynamics 365 Customer Service .
Microsoft rolled out Microsoft Copilot in Dynamics 365 Customer Service to its customer service and support agents in 2023. Here, three support agents share their stories about how Copilot helps them be more productive, respond to customers with insight and empathy, and better balance their personal and professional lives.
“What Copilot helps me do is get through the administrative tasks faster so I can move on to the next call. Now the whole process is taking 15 minutes or less, where it used to take 30 or 40.”
“When a call reaches me, the customer needs reassurance and understanding immediately. I need to absorb a lot of information quickly, and Copilot lets me grasp the details right away.”
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Traceability
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