{"id":3356,"date":"2024-07-01T08:00:00","date_gmt":"2024-07-01T15:00:00","guid":{"rendered":"https:\/\/www.microsoft.com\/en-us\/microsoft-copilot\/blog\/?post_type=copilot&p=3356"},"modified":"2025-05-19T13:50:12","modified_gmt":"2025-05-19T20:50:12","slug":"improving-customer-and-employee-experiences-with-microsoft-copilot-studio-2","status":"publish","type":"copilot","link":"https:\/\/www.microsoft.com\/en-us\/microsoft-copilot\/blog\/copilot-studio\/improving-customer-and-employee-experiences-with-microsoft-copilot-studio-2\/","title":{"rendered":"Improving customer and employee experiences with Microsoft Copilot Studio\u00a0\u00a0"},"content":{"rendered":"\n

As we venture further into 2024, AI transcends its role as a mere technological asset and emerges as a pivotal element of strategic innovation. In its recent \u201cTop 10 Emerging Technologies in 2023<\/a>\u201d press release, Forrester highlights how conversational AI\u2014which can enhance customer interactions, empower employees, and streamline organizational workflows\u2014is poised to deliver a return on investment for most firms within two years.  <\/p>\n\n\n\n

For executives, understanding the role of conversational AI within the broader low-code strategy is critical to staying competitive. This technology is not just about keeping pace\u2014it’s about setting the pace and meeting human beings, customers, and employees alike, where they are. And human beings are becoming harder to please. In a recent article, McKinsey & Company observes that two-thirds of millennials expect real-time customer service, and \u201cthree-quarters of all customers expect consistent cross-channel service experience.\u201d1<\/sup> AI-enabled customer service tools can help deliver those experiences for both customers and employees.  <\/p>\n\n\n\n

In this blog post, we\u2019ll walk through how conversational AI can improve both customer and employee experiences. We’ll also examine how Microsoft Copilot Studio<\/a> enables organizations to build, deploy, and scale custom copilots, which are pivotal for driving efficiencies and tackling unique business challenges, thereby allowing the creation of solutions that are precisely tailored to organizational needs. <\/p>\n\n\n\n

Improving customer satisfaction and engagement <\/h2>\n\n\n\n

 According to the 2023 Gartner\u00ae<\/sup> report How Generative AI Can Help Meet Customer Experience Expectations<\/a>, \u201cCustomer retention and growth feature heavily in the plans of executives interested in generative AI. Thirty-eight percent of leaders see improving customer experience and retention as the primary purpose of initiatives to deploy applications trained on large language models, while 26% highlight revenue growth. Only 17% cite cost optimization\u201d.2<\/sup> <\/p>\n\n\n\n

One example of a company using conversational AI and low-code to improve customer experiences is Nsure.com<\/a>, a medium-sized organization of 900 employees. The company, which matches customers with insurance carriers, has been using Copilot Studio to create copilots\u2014custom AI assistants that can take on mundane and repetitive tasks so employees can concentrate on higher-value responsibilities.  <\/p>\n\n\n\n

Copilot Studio provides thousands of pre-built data connectors, which make it easy for organizations like Nsure.com to point their custom copilots to multiple first- and third-party data sources, tailor them for different applications, and extend capabilities from basic knowledge-based responses to complex task automation. <\/p>\n\n\n\n

Nsure.com builds its copilots to support sales activities (including up-selling and cross-selling) and streamline interactions with customers, with a goal of having as much as 90% of incoming customer requests handled automatically. With copilots processing insurance quotes, payments, renewals, and discounts, Nsure.com agents can focus on what they do best: providing high levels of attentive customer service. <\/p>\n\n\n\n