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What is Microsoft Copilot for Service?

Microsoft Copilot for Service is an AI-powered assistant designed to enhance customer service operations by supporting agents with real-time suggestions, automated responses, and relevant insights. This add-on integrates seamlessly with Microsoft Dynamics 365 Customer Service as well as third-party knowledge bases like Salesforce, ServiceNow, and Zendesk to reduce manual tasks and improve response times.

Whether it’s finding the right answer from a knowledge base or suggesting the next best action, Copilot helps agents stay focused on delivering efficient service, allowing your organization to deliver better outcomes with less effort.

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The Benefits of Microsoft Copilot for Service on Your Side

Microsoft Copilot for Service takes customer service to the next level by combining the power of AI with your team’s expertise. Designed to work seamlessly with Microsoft Dynamics 365 Customer Service as well as third-party knowledge bases like Salesforce, ServiceNow, and Zendesk, businesses leveraging Microsoft Copilot for Service are experiencing:

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Faster Response Times

Copilot’s real-time suggestions and automated responses allow agents to quickly resolve customer inquiries, reducing wait times and improving the customer experience.

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Cost Efficiency

With Copilot handling tedious tasks and reducing errors, your team can operate more efficiently, potentially lowering operational costs and improving resource allocation.

Reduced Workload

By automating repetitive tasks like searching for answers or generating responses, Copilot frees up your agents to focus on complex issues that require human judgment.

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Better Customer Satisfaction

Copilot ensures that your service team can meet customer needs more effectively, resulting in improved satisfaction scores and increased retention rates.

Microsoft Introduces Copilot for Sales and Copilot for Service

Streamline your sales & service processes with innovative AI technology with Microsoft’s Copilot for Sales & Copilot for Services.

Equip Your Team with AI for Smarter, More Consistent Support

Microsoft Copilot for Service offers features designed to improve your customer service team’s efficiency and accuracy. Whether tackling routine queries or complex customer challenges, Copilot ensures that your team has the support they need to deliver exceptional service at every interaction, including:

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Real-time Suggestions

As agents interact with customers, Copilot suggests relevant responses, next steps, or potential solutions, ensuring quicker and more effective resolutions.

Automated Response Generation

Copilot can automatically generate responses based on customer queries, allowing agents to approve and send answers quickly, saving time on routine interactions.

Knowledge Base Integration

The AI pulls from your organization’s knowledge base to provide agents with the most up-to-date and accurate information, streamlining decision-making.

Agent Assistance for Complex Cases

For more complex customer issues, Copilot helps by recommending next steps based on historical data and similar cases.

Continuous Learning

The AI improves over time, learning from customer interactions and adapting its suggestions to become more effective.

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Pre-built Integrations

Access knowledge sources via pre-built integrations for Salesforce, ServiceNow, and Zendesk.

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Agent Desktop Embedding

Embed a copilot into agent desktops, including Salesforce and other channels, to support agents where they work.

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