How to Use Microsoft 365 Copilot for AI Customer Service

OVERVIEW

Streamline your service processes with AI

Compile customer requests, products, past interactions, and needs in a single interface with Microsoft 365 Copilot for Service.
Easily draft orders with existing customer information from your CRM, based on customer requests.
Identify the best technician for the job based on issue complexity, availability, and location.
Quickly draft an email confirming service appointments and contact information with Copilot in Outlook.

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“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

Read the full story

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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

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.

PRODUCTS

Drive innovation with a secure AI-powered solution

Microsoft 365 Copilot for Service

$50.00

user/month, paid yearly

(Annual commitment)

Or $52.50 paid monthly

Learn more

Includes:

Microsoft 365 Copilot and Microsoft 365 Copilot service agent
Tap into your data, wherever it resides
Increase service rep productivity with tools in the flow of work
Create a solution tailored to your contact center

Microsoft 365 Copilot

$30.00

user/month, paid yearly

(Annual commitment)

Or $31.50 paid monthly

For enterprise For business

Includes:

Get AI-powered chat grounded in your business data
Access Microsoft 365 Copilot in apps such as Microsoft Teams,¹ Outlook, Word, PowerPoint, and Excel
Create and use agents with Copilot Studio²
Experience enterprise-grade security, privacy, and compliance