Increasing employee efficiency through Microsoft Copilot
Companies in the retail and wholesale sectors, in particular, face major challenges due to a shortage of skilled workers and skills deficits. Service companies are particularly hard hit by the shortage of skilled workers, with 42 per cent complaining about a lack of staff. Although Microsoft Copilot cannot conjure up new employees, it still offers an extremely effective solution: it enables employees to work more productively and get up to speed more quickly.
Using Copilot, users can:
- Open the Copilot chat window in any Dynamics 365 business application to ask questions about functionality and processes.
- Quickly familiarize yourself with new applications.
- Develop your own AI applications with Copilot Studio.
- Automate time-consuming routine activities.
- Have Copilot create emails and other messages.
According to experts, the expected increase in productivity with Copilot will be unprecedented compared to what we have seen in recent decades. The faster companies use the new AI technologies, the greater their lead over the competition.
Use case 5: Transforming the customer experience in customer service
The initial situation
The challenges in customer service for retail and wholesale companies are diverse. Customers today expect fast and personalized service across various channels, whether by phone, chat or in person. To survive in the competition, companies must optimize their service processes and ensure the productivity of their teams.
Change by Copilot
Copilot changes this status quo by integrating Dynamics 365 Customer Service with AI, IoT, and Mixed Reality. This platform enables seamless, connected, end-to-end customer service across all channels. Copilot and customer service teams gain access to comprehensive customer information. They can focus on queries that chatbots cannot handle automatically. During customer conversations, copilots clarify questions in real-time.
Business added value
The business value is significant: companies can manage all customer information centrally and give their teams access to relevant customer histories. Simple queries can be processed quickly through AI-driven chatbots and virtual agents while the team focuses on complex and individual customer needs.
The advantages at a glance:
- More efficient customer communication thanks to self-service portals
- Relief for support staff
- Improved use of customer feedback
- Ability to provide customer support from anywhere
Practical example
Robert, Customer Support Manager at MyTrade, starts his day with an overview of the performance of the AI-driven chatbots and virtual agents responsible for quickly and efficiently processing simple customer queries.
Throughout the day, Karl leverages Dynamics 365's omnichannel capabilities to serve customers across multiple channels, such as live chat, social media, and SMS. He is always supported by Copilot, who designs reply emails, quickly finds suitable solutions for telephone inquiries and summarizes customer interactions for documentation. This takes the workload off Robert and his team and allows them to concentrate on individual customer concerns.