Guide to Microsoft Copilot for Service

Most website visitors leave after just 45 to 54 seconds. That means businesses have, on average, less than a minute to capture a potential customer’s attention.

What’s more, 71% of website visitors expect their queries answered in under five minutes, so customer-facing teams need to understand the question, research the answer and come up with a solution as quickly as possible.

Microsoft Copilot for Service app helps alleviate these pressures.Join our live demo webinar on June 4th at 10am (UK).

It has the power to transform the daily operations of your company’s customJoin our live demo webinar on June 4th at 10am (UK).You can book a free Copilot demo call with one of our team today.er-facing team and enable them to resolve cases faster.

We’ll take a closer look at the Microsoft Copilot for Service to give you an insight into its capabilities and help you understand how this AI tool can drive growth for your business.

Key Facts About Microsoft Copilot for Service

Copilot for Service is a standalone product that enables businesses to connect data stored in a CRM like Zendesk, Salesforce or Dynamics 365 Service to their workflows in Outlook and Teams.

In addition to assisting customer service agents with daily tasks, it can interact with customers independently. Users can point the AI assistant to external and external sources to define topics the tool relies on to generate answers.

Copilot for Service requires substantial training before it can be used to assist agents while resolving cases. Businesses that want to fully automate their customer interaction channels can build custom copilots that communicate directly with customers.

The app’s native capabilities enable users to integrate Copilot for Service with Outlook and Teams, so here’s a quick overview of what the AI companion can do in these productivity apps.

Using Copilot for Service in Outlook

After installing the Copilot for Service app, you need to create a copilot your team can access in Outlook or Teams. Microsoft has released documentation on the process for adding this Copilot to Teams and Outlook.

Once installed and activated, Copilot for Service assists agents by pulling information about a client from a CRM it is connected to and summarising it. Customer-facing teams can use the AI companion to summarise an email thread in Outlook and generate email drafts for sending to clients with preset or custom prompts.

All content the copilot generates is revisable, so an agent can use another prompt to instruct it to look for a specific type of information or adjust the tone of voice.

Most importantly, agents have access to the sources the AI companion used to draft an email which enables them to quickly verify information they share with customers.

Adding Copilot for Service to Outlook simplifies contact management because customer care agents can add new contacts to a CRM directly from Outlook. The tool automatically matches a customer’s email address to the contacts in a company’s CRM database making it easier to keep track of all previous communications with that customer.

Streamlining Customer Service Team’s Operations in Team with Copilot for Service

Copilot for Service allows agents to share cases in Teams chats or channels with their colleagues to get a better insight into a case they’re working on.

When shared in Teams, a CRM record transforms into a rich adaptive card that contains predefined fields that enable two or more team members to discuss the case details. Updating the record data from Teams isn’t an option, and agents must perform this task from the CRM.

Copilot allows users to customise fields and forms from the Teams Admin Settings panel and perform the following actions:

• Manage the default record types (Account, Contact, Case)
• View or add record types
• Rearrange the order in which record types are displayed
• Delete records

The current version of Copilot for Service prevents users from adding more than ten custom record types to a form or creating record types that aren’t related to one of the default record types like Case or Account.

Tracking Analytics in Copilot for Service

The app starts tracking the key performance metrics from the moment you set up Copilot for Service in Teams and Outlook. All the data it gathers is displayed in the app’s Copilot Studio tab on the Analytics page.

The tool monitors all conversations with the AI companion and analytics sessions to help users determine how frequently agents are engaging in conversations with the copilot and how well the Copilot performs the tasks assigned to it.

The AI assistant’s analytics include the copilot’s case resolution rate making it easy to evaluate its performance and adjust its settings if its numbers are low.

Making Agent-Facing AI Companions with Copilot for Service

Creating a new Copilot in the Copilot for Service app is simple, but you’ll still need a System Administrator role in the environment in which you want to deploy the AI companion to complete the process.

All you need to do is:

• Choose the copilot’s name and select an environment
• Point the AI companion to the knowledge sources
• Select the CRM system you want to connect to the copilot

After you create a new AI assistant you can test it and configure its settings further if you’re not satisfied with the results.

The customisation options include expanding the scope of content sources the tool has access to by connecting it to a third-party customer engagement service or uploading documents. In addition, you can review the AI assistant’s conversational behaviour by changing the messages it displays when a conversation starts, cannot answer a question or a user wants to start another conversation.

When ready, you can publish a custom copilot from the app’s Overview page and monitor how it performs in real-time situations. Using Copilot Studio to configure Copilot for Service will give you access to a wider range of tools you can use to tailor the AI companion to your company’s needs.

Building Better Customer Relationships with Microsoft Copilot for Service

Overcoming the technical challenges that stand in the way of excellent customer service has a powerful impact on a company’s revenue.

Microsoft Copilot for Service gives your customer care team the tools that improve its efficiency by eliminating the need to read through lengthy client records or waste time searching for information in the knowledge databases.

Its performance depends on training, so your company should conduct extensive testing to get the best results.

Copilot for Service is a relatively new product that is likely to get better with time, but even at the early stage, the tool can help your company resolve cases faster and increase customer satisfaction rates.