How to Use Microsoft 365 Copilot for AI Customer Service

SUCCESS STORIES

Explore how Copilot empowers service teams to work smarter

“The productivity gains we’ve seen with Copilot are remarkable. It’s helping us integrate our processes and reduce waste, which is crucial for our profitability.”

Heather Underhill, SVP, Client Experience and Operations, Teladoc Health

“Copilot just adds a superpower. Something that … you'd normally spend 45 minutes on, you spend two minutes on, and then maybe three minutes refining.”

Peter Adolphus, Senior Manager, Transformation and Portfolio, Bank of Queensland

51.8%

Less time spent on root cause analyses

22%

Improvement in quality of findings

A woman with short black hair wearing a suit.

“With Copilot we’re able to resolve each customer case faster, automate routine support interactions, and, most importantly, improve the customer experience.”

Mala Anand, Corporate Vice President of Customer Service, Microsoft

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BENEFITS OF AI

Optimize costs and help your service department thrive

Automate workflows, analyze across communication channels, and streamline collaboration with Copilot and agents.

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	Before AI	With Copilot
Support assignment	Manual sorting of customer issues leads to slower resolution and less personalized service.	Automate workflows to create work orders, assign technicians, and draft communications using support history.
Issue diagnosis	Lack of access to documentation and experts leads to inconsistent problem-solving and delayed resolution.	Analyze chat logs, email, and support tickets to identify recurring issues, patterns, and themes to diagnose.
Problem resolution	High volumes of unresolved issues decrease customer satisfaction and loyalty, affecting future revenue.	Streamline collaboration steps to diagnose and respond to issues, driving satisfaction, loyalty, and potential revenue.