For many years, CRM and ERP systems have been dependable sources of customer and business data, enabling organisations to streamline their operations and make well-informed decisions based on insights extracted from these systems. However, these systems often require time-consuming manual tasks such as data entry, content creation, and note-taking. This can be a significant burden, but with recent advancements in artificial intelligence (AI), more and more businesses are adopting these technologies to alleviate their workloads and improve business processes.
Microsoft Dynamics 365 Copilot is one of the latest and most exciting additions to Microsoft’s portfolio. Copilot is an AI-powered assistant designed to assist users in carrying out tasks across multiple business functions. In this article, we will delve into some of the newest features being introduced to Microsoft Dynamics 365 Customer Service, with a special focus on Copilot and how it can elevate the performance of your customer service teams.
Speed up issue troubleshooting with Copilot’s conversational chat experience
With Copilot’s conversational chat experience, agents can diagnose customer issues quickly and accurately. Instead of spending a lot of time searching across multiple knowledge sources or consulting subject matter experts, agents can rely on Copilot to provide them with relevant information and insights. Copilot uses natural language processing (NLP) and machine learning to understand customer queries and provide agents with the most appropriate response or solution.
Streamline chat replies with Copilot’s generative AI
Copilot’s generative AI capabilities are designed to streamline the chat reply process and improve agent productivity. By using Copilot, agents can draft chat responses with a click, reducing the time they spend searching for information and crafting replies from scratch. Copilot suggests potential responses based on the customer’s inquiry, and agents can review and modify them as needed before sending the reply. This feature can dramatically improve agent productivity by eliminating the need for agents to conduct extensive research to provide accurate and helpful customer responses.
Personalise email replies with Copilot’s generative AI
With Copilot’s email response feature, customer service agents can craft personalised and contextual email replies with ease. Agents have the option to choose from predefined response prompts, which can save time and improve efficiency, or provide custom prompts for complex customer emails. Copilot’s AI algorithms analyse the email’s content and generate a relevant and contextual response. The agent can then review and edit the response as needed before sending it to the customer.
Copilot’s email response feature can significantly improve agent productivity and efficiency by automating the email response process. But the benefits go beyond productivity. Copilot can leave customers feeling heard and valued by providing personalised and contextual email replies tailored to each customer’s needs. This can improve customer satisfaction and contribute to a positive perception of the brand.
Improve inbox navigation with the collapsible left panel
Copilot’s “collapsible left panel” feature enables agents to quickly and easily navigate to any view assigned to their profile and sort those views with minimal action. The collapsible left panel provides a user-friendly interface that agents can use to manage their workload efficiently. With just a few clicks, agents can sort and filter work items based on their priority, status, or other relevant criteria. By sorting work items in this way, agents can quickly identify which tasks require their immediate attention and prioritise them accordingly.
In addition, the collapsible left panel allows agents to monitor their workload and identify any potential bottlenecks or issues affecting their productivity. Agents can quickly and easily identify which tasks are taking longer than expected and take steps to address these issues before they become major problems.
Integrate nuance gatekeeper with customer service
Nuance Gatekeeper is an advanced security solution that can be implemented into customer service operations to improve trust, reduce fraud, and enhance the overall customer experience. By incorporating Nuance Gatekeeper into customer service, contact centers can effectively protect customer information and prevent fraudulent activities. This can help build customer trust and confidence in the organisation’s ability to secure sensitive information.
Integrate Nuance IVR with customer service
Nuance Interactive Voice Response (IVR) can be integrated with customer service to enable continuous self-service for end customers, which reduces call volume and frees up human agents to have more impactful conversations. By incorporating Nuance IVR into customer service operations, customers can quickly and easily access self-service options, such as checking their account balance, resetting passwords, or getting answers to common questions without the need to speak with a human agent. This can result in significant cost savings for organisations, as self-service options are typically more cost-effective than human-agent interactions.
Manage skills with enhancements in user experience
Microsoft Dynamics 365 Customer Service offers an enhanced user experience for skill management that enables administrators to quickly and easily set up these parameters for multiple users, as well as modify the workforce based on fluctuations in demand.
With this improved user experience, administrators can create and manage skill groups based on different types of customer inquiries and ensure that the appropriate agents are assigned to each group. They can also set up capacity profiles to manage the number of agents available for each skill group at any given time based on factors such as shift schedules and time of day. Additionally, administrators can create and manage queues for incoming customer inquiries, ensuring that these inquiries are prioritised and routed to the most appropriate agents for efficient resolution.
Final thoughts
Generative AI is routinising industries worldwide. Users will increasingly expect their CRM and ERP applications to incorporate AI-enabled proficiency. Dynamics 365 Copilot integrates cutting-edge AI advancements across all business domains, thereby enhancing customer experience, employee experience, and operational efficacy.
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