Most organizations struggle with siloed data. Their knowledge is distributed across disparate data, and we are not just talking about organizational data but customer data as well. From customer records to case histories, this data is stored on more than one or multiple systems. Additionally, the information is scattered across knowledge base articles, offline documents, public websites, and more.
Agents, therefore, must juggle through tasks and navigate multiple applications to access critical insights and then handle the task of engaging with customers. A study by Gartner says that 42 percent of customer service representatives have reported being overwhelmed by using multiple tools and systems to complete their work.
Microsoft has acknowledged this problem and introduced Copilot for Service, which leverages Generative AI in customer service to empower the customer service staff and boost their productivity by minimizing the need to use multiple tools.
This blog introduces you to Copilot for Service, offering valuable insights into its features, impact on workflow efficiency, and pricing details, helping you embark on the journey of modernization seamlessly.
Introducing Microsoft Copilot for Service
Copilot for Service is designed to help organizations deliver exceptional service experiences by utilizing Generative AI in their contact centers. By synthesizing data from the organization’s trusted knowledge sources, it enhances agent productivity and efficiency. It does so by accelerating tasks such as onboarding and case resolution, enhancing efficiency, and automating agent tasks within the workflow.
Microsoft Copilot for Service seamlessly integrates with existing data sources, allowing organizations to use generative AI to enable intelligent conversations across knowledge bases. Agents can easily access this knowledge through a copilot embedded directly in their preferred desktop software, including Salesforce, Outlook, and Teams.
Copilot for Service can help organizations in the following ways:
- Facilitate generative AI-powered conversations across all data sources through simplified point-and-click access to public websites, SharePoint, knowledge base articles, and offline documents.
- Access knowledge repositories through pre-built integrations with platforms like Salesforce, ServiceNow, and Zendesk.
- Embed a copilot directly into agent desktops via Salesforce and other communication channels, thereby providing support to agents within their preferred work environments.
