Delivering Great Customer Services with Dynamics 365 Copilot

Did you know that acquiring new customers is more expensive than retaining old ones?

Businesses must spend up to five times more on customer acquisition than they do on customer retention. This statistic alone reveals just how important it is to keep customer satisfaction at high levels.

Customer care teams are bridges between a company and users of its products, so the quality of the service they provide directly impacts customer retention rates.

As part of the Microsoft Copilot range, Dynamics 365 Copilot empowers customer care teams with AI tools that help them improve retention rates. Let’s explore how Dynamics 365 Copilot can help you improve the quality of your company’s customer services.

Answering Customer Queries with Copilot

As one of the core Dynamics 365 apps, the Customer Service app offers native AI integration, which means that you don’t have to pay extra to start using Copilot.

Generative AI grants customer care agents instant access to vast knowledge bases helping them deliver informative and useful solutions to customers’ queries. The tool draws information from the company’s internal sources or trustworthy web sources to create text an agent can review before replying to the query.

What’s more, Copilot examines customer information to detect patterns and predict their needs, so agents can process cases faster and deliver better service to customers.

Agents have complete control over the AI companion and they can check the accuracy of every bit of information they receive by reviewing the source and editing the content Copilot generates.

Agents can connect Copilot to a case whenever they need the tool’s assistance and save its conversations for future use. The AI assistant expands the pool of information available to agents in real-time situations which in turn shortens the onboarding process and boosts the care team’s efficiency.

Using Copilot to Draft Email and Chat Replies

Copilot in Dynamics 365 Customer Service broadens the app’s native features to help agents stay up to date with the cases.

The app’s omnichannel capabilities allow businesses to communicate with customers through WhatsApp, Apple Messages for Business, or text messages.

Copilot analyses the information that comes through these channels of communication and uses customer and company data to contextualise it, enabling businesses to deliver unified answers across all channels.

The tool monitors an agent’s interactions with a client and uses chat history to generate a response that is tailored to the customer’s specific demands. However, currently, only Dynamics 365 Customer Care users based in Europe, the United States and the United Kingdom have access to this Copilot’s feature.

Businesses from Asia, South and North America, the Middle East and Europe can reply to emails with Copilot. The AI assistant generates drafts based on its email thread analysis, case notes, and relevant knowledge sources, allowing the agent to quickly review the draft, and edit it if necessary, before sending it to the customer.

Agents can use prompt templates to reply to emails quickly or write custom prompts if they need greater control over content generation.

Using Copilot for the Customer Service app reduces the time agents have to spend familiarising themselves with each case, looking for the right solution to different problems and writing emails. Using existing information and quickly generating emails and chat responses helps users become more proficient and deliver better service experiences.

Creating Case and Conversation Summaries to Provide Better Customer Care to Your Clients

Besides facilitating communication between clients and customer service teams, Copilot helps agents be well-informed about each case assigned to them.

Instead of browsing through lengthy email threads or reading case notes, agents can ask the AI companion to generate a case summary. The tool can also summarise chat conversations, case details or the contents of the notes linked to a case.

Case summaries contain the following elements:

• An overview of the problem a client has encountered.
• A brief description of how and when they first contacted the company’s customer support.
• Descriptions of all major events during the case.
• The list of coworkers who contributed to the case.

Agents can ask Copilot to generate a case summary whenever they need, which reduces the chances of miscommunication and helps them to better understand the issue the client is dealing with.

Chat and voice conversation summaries the AI assistant generates either during the conversation with a customer or after, contain valuable information agents can use to solve cases faster.

These summaries include a description of the problem a customer is experiencing, previous resolution attempts, steps a customer agent can suggest to troubleshoot a problem and explanations of different error codes.

Monitoring Copilot’s Impact on Your Business with Advanced Analytics

Measuring Copilot’s impact on the effectiveness of your customer service team helps you understand how the AI assistant improves your company’s customer relationships and identify the areas that still have room for improvement.

The analytics tools track metrics that indicate how often agents use the AI companion to solve cases. Here’s a quick overview of the Copilot metrics customer care team managers can monitor:

Case resolution time – The metric shows the average time needed to close a case with and without Copilot.

Average email response time – Managers can evaluate their team’s efficiency when drafting and sending emails manually or with the AI assistant with this metric.

Average handle time for conversations – Keeping track of the average time an agent needs to resolve a customer’s problem in chat when assisted by Copilot helps customer service teams manage time more effectively.

In addition to the metrics that reveal how Copilot improves the quality of the organisation’s customer services, team managers can also monitor statistics that indicate how often its agents are using the AI companion to resolve cases.

These Copilot metrics show how often customer care agents use the AI assistant:

Daily active users – The metric shows the number of times any of Copilot’s features were used in the last 24 hours.

Percentage of Copilot responses – Managers can use this metric to check the total number of responses Copilot generates and the percentage of its responses agents send to customers.

Agent ratings – Customer care teams can evaluate the Copilot’s performance by clicking on the thumbs up or thumbs down button whenever they use one of its features. The metric helps managers estimate how happy members of their teams are with the AI assistant’s performance.

Improving the Quality of Your Company’s Customer Services with Dynamics 365 Copilot

The ultimate goal of all customer care teams is to respond in a helpful manner to each customer query as quickly as possible. Achieving this goal isn’t always possible due to the large amount of queries and the time required to find the crucial information.

Copilot in the Dynamics 365 Customer Services app addresses these issues by putting the knowledge databases at the agent’s fingertips, summarising cases and generating email drafts.

Its features make customer service teams more efficient because they reduce the time agents have to spend researching, catching up with case details or writing emails.

As a result, implementing Copilot into your customer service team’s operations will increase the quality of services your company delivers to its customers and potentially boost customer retention rates.