Improve Customer Service with Microsoft Copilot
Many organizations want to provide better support without adding more work for their teams. As support requests grow, it can become harder to respond quickly and maintain a high level of service.
Microsoft’s internal HR team faced a similar challenge.
To improve its support operations, the team turned to Microsoft Copilot in Dynamics 365 Customer Service. The solution helped the team handle cases more efficiently, onboard support agents faster, and route inquiries to the right people.
The results show how generative AI can help improve both employee experiences and day-to-day operations.
Handle More Support Cases
Growing support teams need tools that help them work efficiently.
Microsoft Copilot helped Microsoft’s HR team increase case throughput by 20%. This means the team could handle more support requests without relying only on additional staff.
AI can help reduce the time spent on routine tasks. This gives support agents more time to focus on complex questions and the needs of employees.
Make Onboarding Easier
New support agents need time to learn systems and processes.
A long onboarding process can slow down a growing support operation. It can also place extra pressure on experienced team members who must help train new employees.
Copilot can help agents find information and work through cases more efficiently. This can make it easier for new team members to become productive and confident in their roles.
Route Requests More Effectively
Not every support request should go to the same person.
Smart routing can help send inquiries to the right agent or team. This can reduce delays and help employees receive faster answers.
By using AI to support the routing process, organizations can create a smoother support experience for both employees and service teams.
Improve the Employee Experience
Good customer service is not only about speed.
Employees also want clear answers and a simple way to get help. Support teams need the right tools to provide that experience.
Microsoft Copilot can help agents work with information more quickly. It can also reduce repetitive work and give teams more time to focus on meaningful interactions.
Put AI to Work for Your Team
Generative AI is changing how organizations approach service and support.
The Microsoft HR customer story shows what is possible when AI is built into everyday service processes. A 20% increase in case throughput, faster agent onboarding, and smarter inquiry routing can make a meaningful difference.
Your organization may be able to achieve similar improvements by identifying the right processes for AI.
Read and share the customer story with your team to learn how Microsoft Copilot in Dynamics 365 Customer Service can improve support operations.
Then contact Tech Hero to explore how Copilot can work for your organization. Our team can help you identify opportunities, plan your implementation, and get more value from AI-powered service tools.
