Describe Microsoft 365 for Service

  • 5 minutes

Service based organizations, especially organizations with contact centers, typically have customer, knowledge, and other service orientated data stored in multiple locations. It’s important that this information is readily available to support agents regardless of the system or application that they are working in.

Microsoft 365 Copilot for Service helps to transform traditional customer service solutions by using generative AI. It has been designed to enhance customer experiences and improve agent productivity by integrating seamlessly with existing contact center and Customer Relationship Management (CRM) solutions.

It works with Dynamics 365 Customer Service or Salesforce and lets you do things like:

  • Connect to your CRM. See important details about your contacts, cases, and activities in your customer relationship management (CRM) system, right in Outlook and Teams. You can even edit, share, and open the records in your CRM.

  • View a case summary: Get a quick overview of a case in your CRM system.

  • Refine generated content: Modify the generated content by providing a new prompt that builds on the previous suggestion, and tailor your email replies to suit your needs and style.

  • View email conversation summaries: Get a summary of an email conversation.

  • Understand the data sources behind generated content: See which case was used to generate a summary or email response.

  • View and update CRM record details in Microsoft Teams. View a CRM record in a Teams

Copilot for Service can be deployed in the Microsoft apps and products that you agents use every day, such as Microsoft Outlook and Microsoft Teams to provide service-specific AI capabilities that help improve your agents' productivity. Additionally, Copilots can be embedded in existing CRM solutions to allow agents to provide exceptional service without disrupting their existing workflows. This includes third-party knowledge bases like Salesforce, ServiceNow, and Zendesk.

There are two primary interfaces where Copilot for service can be used.

  • Microsoft 365 Copilot for Service in Outlook and Teams: When deployed to application such as Microsoft Outlook and Microsoft Teams agents can.

    • Save Outlook contacts to your CRM system: When you open an email, copilot for service matches the email address with your CRM contacts. This way you can keep track of your communication with them.

    • Save emails and meeting to your CRM system. Outlook email and meetings can be connected to cases and accounts in your customer relationship management (CRM) system to keep track of your interactions with customers.

  • AI Capabilities: Multiple AI capabilities are available to assist agents in their day-to-day activities.

    • Get key email information and draft replies: Copilot for Service generates a summary of key information for emails and email threads. Additionally, Copilot can be used to assist in drafting email content.

    • View a case summary: When you open an email or meeting that is related to a case, you can view a summary of the case.