One of the key challenges faced by agents when approaching customer issues is when they are searching across multiple knowledge sources and consulting with subject matter experts. This can be a time-consuming process, often resulting in delays in issue resolution and potentially impacting the customer experience. To address this challenge, a new feature has been developed that allows agents to troubleshoot issues faster and more efficiently through a conversational chat experience with Copilot.
Copilot is an AI-powered tool that can diagnose customer problems and use the organization’s internal knowledge base, as well as vast amounts of data from trusted websites, to supply the agent with an appropriate solution to give to the customer. By analyzing customer data, Copilot can identify patterns, anticipate customer needs, and make suggestions to the agent on how best to handle each interaction.
With this powerful tool at their disposal, agents can handle more queries in less time, increasing efficiency and improving the overall customer experience. Moreover, agents are in full control of using AI to drive their productivity since they are in the loop every step of the way. They can verify the responses, check the resources, and personalize the message to match the customer’s specific needs, ensuring their satisfaction and optimal experience.
The conversational Copilot experience is available across all engagement channels, allowing agents to seamlessly communicate with customers through their preferred channels. With the upcoming release, agents can take advantage of additional functionalities, such as automatically linking a Copilot conversation to a case and referring to Copilot conversations that can now be stored in Dataverse. Furthermore, they can use the responses generated from Dynamics 365 knowledge articles, external sources via knowledge integration, and trusted public websites, making Copilot an all-encompassing tool that can provide agents with the information they need to efficiently and effectively resolve customer issues.
In summary, the conversational Copilot feature is a powerful tool that allows agents to troubleshoot customer issues faster and more efficiently. By leveraging the power of AI, Copilot can provide agents with the information they need to personalize interactions and improve the overall customer experience, all while increasing productivity and reducing the time spent searching for information.