Microsoft Copilot for Dynamics 365 Customer Engagement

In most cases, a potential customer's first impression of a company comes at the service level. That is why ensuring your service staff have everything they need to grant a great customer experience is vital. Copilot now empowers sales specialists to reinforce the abilities of Dynamics 365 Customer Service. 

Copilot in Dynamics 365 Customer Service supplies real-time AI assistance that helps agents automate time-consuming tasks to drive cases effectively and settle challenges faster to deliver higher value to their customers and refine the double-sided service experience.  

It is a piece of cake for its users to connect to the extant contact center and CRM solutions and access the Copilot service agent in Microsoft 365 apps, for instance, Teams or Outlook, or insert it into the desktop. 

Here are the advanced Copilot features to apply in Customer Service:  

Custom service personnel can use digital and voice channels to arrange context-aware, personalized conversations, combining Nuance's interactive voice response (IVR) technology and Microsoft Copilot Studio’s no-code/low-code designer. Within the Dynamics 365 Contact Center, you can apply real-time conversation tools like sentiment analysis, translation, conversation summary, and transcription to improve service, automate repetitive tasks, and answer your customers' questions based on the trusted knowledge sources. Besides, you can early detect bottlenecks and quickly improve and adapt critical KPIs.   

Voice Agent admits its consumers to produce a voice-enabled agent to guarantee an efficient hands-free solution from a phone to decrease call volume and enlarge customer service representatives’ productiveness. Custom Service agents can interact with customers by applying the AI-based agent's natural language and opting for the options (touch-tone) from the menu. 

Service department staff can customize email responses and case summaries by configuring their custom notes and fields. This singularity also permits its users to apply specific sets of custom fields and notes in Copilot to generate case-related content.  

Copilot can assist your service staff in generating email responses, allowing them to quickly respond to customer inquiries. Furthermore, they can make a choice between predefined prompts and their own custom replies created for more complicated situations.   

There may be highlighted a few content optimizing tools: 

Microsoft 365 Copilot offers a peculiarity in engaging with content and resources across your organization. Custom Service representatives can now govern a conversational topic and publish it as an action. The action can be added to their organization's Business Chat experience, once it is approved by the tenant admin. Furthermore, a conversational action can be easily generated. It receives a user's query, cultivates it by fulfilling one or more operations, and then sends one or more responses back to the utilizer in the chat. 

Customer service agents can shorten the time they spend troubleshooting customer difficulties through utilizing Copilot's suggestions via a conversational chat. Copilot can diagnose customer challenges, apply the organization’s internal knowledge and vast data from trusted websites, and give the agent an appropriate solution to share with the client. Besides, Copilot can analyze the client data to recognize patterns, anticipate customer needs, and make suggestions to the agent on how to best operate each interaction.  

Copilot allows driving enterprise-scale knowledge bases with no limit. Service people can ask Copilot to scan through articles and datasets to retrieve answers to clients’ inquiries. 

It is accessible to automatically filter content based on attributes from entities like customer profiles. Being configurable due to the advanced settings, Copilot can automatically apply filters according to specified logic, notifying agents when a new filter is applied. 

Summaries may also be separated into a few types: 

Enabling Copilot by default can potentiate custom service staff to get advantage from faster ramp-ups, transfers, closures, and wrap-ups with cases and conversations, resulting in quickened resolution times. The Copilot's case default activation and conversation summary facilities can be available on specific criteria, which contains the presence of Azure OpenAI in the Dynamics 365 region, the utilization of out-of-the-box case forms on any app module, and the utilization of the Customer Service Workspace app with digital messaging and/or voice for conversation summaries. 

Copilot case and conversation summaries allow service people to collaborate productively with other agents and clients, understand the context of a case, produce a brief summary, and even include email activity records to resolve customer problems efficiently.   

Service personnel can approach historical analytics to make informed decisions on Copilot optimization. This trait contains some major metrics such as daily users, response usage, agent ratings, average conversation handle time, and email response time.

This Copilot-equipped feature, concretely in Outlook, can optimize and speed up the Work Order creation process. It assists in extracting relevant information details from emails and automatically settles Work Order forms with the received from the email thread data.  

Copilot gives frontline experts or technicians a hand in receiving quick access to the required information, improving the first-time fix rates. Additionally, this characteristic gifts an intuitive natural language interface inside Microsoft Teams, affording to search for and retrieve the necessary information bound to the work orders. Besides, it is flexible across devices and platforms. 

This peculiarity allows Field Service representatives to summarize the crucial details within a work order, including products, services, tasks, notes and particular activities. Work Order recaps limelight the critical information about work orders, for example, notes, tasks, products, services, and activities. Plus, a utilizer can at any time ask Copilot to build a recap without clicking through the user interface to get overtaken. 

Possessing this singularity lets frontline workers plan and manage their work by offering quick summaries of major details with the help of the mobile app. This characteristic also decreases the number of interactions and time spent navigating through multiple forms and tabs, supporting technician productivity with expressive context, which includes diagnostic information, notes, events, and recommendations. 

Having this feature in the arsenal, Field Service personnel can tailor their Work Order experience to the specific requirements utilizing customizable data schemas in Teams and Microsoft Outlook. This function can assist in modifying Work Order forms with the help of Power Apps Maker, building or customizing a view that automatically syncs with the D365 Field Service Teams app and Outlook add-in. 

This trait copes with scheduling the right frontline worker efficient work process. In addition, it gives advice to frontline managers and dispatchers based on different attributes, for instance, availability, skills, and technicians’ expertise.  

This characteristic includes AI-powered work order recaps, summaries, and updates and gives frontline workers a hand in managing their tasks, access data, and communicate updates with the back office. 

The AI-supported Query Assist prunes teamwork and work processes via letting users produce segments in real-time journeys applying plain descriptions and guaranteeing accurate segment logic translation. 

With Microsoft Copilot, you can produce customized journeys by simply describing them. With such new features as suggested journeys, previews, and detailed summaries, marketing specialists can visualize and automate more personalized campaigns. In addition, customer journeys can generate and appoint tasks, for instance, a scheduled follow-up phone call, and stimulate business workflows.   

Marketing experts can automatically style their marketing emails based on the company’s website. This singularity operates with fonts, font sizes, color palettes, and other brand settings. Plus, this function allows customizing the appearance of texts, email fields and buttons. 

This Copilot-based function rationalizes email creation by presenting AI-powered content ideas with prefilled key points aligning with the selected email or template. Marketing department representatives can choose the tone of voice and apply sample key points for different email types.  

A company’s marketing experts can optimize their message creation with helpful traits such as rewriting text, adjusting tone of voice, and modifying the copy length. They can apply this singularity to varied types of content, for example, push notifications, forms, text messages, emails, and event registration pages. 

This AI-powered assistant automatically pinpoints a set of images from your library that best corresponds to your content. You can quickly and easily opt for images that resonate with your audience with spending no time searching. You can use image recommendations for email, forms, or pushing notification content. 

Utilizers can ask Copilot questions to help them properly use their Dynamics 365 solutions and get particular in-app recommendations on how to fulfill their tasks and projects. Additionally, they can generate a list of task suggestions to help field specialists reach their goals.