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February 12, 2024
Microsoft rolled out Microsoft Copilot in Dynamics 365 Customer Service to its customer service and support agents in 2023. Here, three support agents share their stories about how Copilot helps them be more productive, respond to customers with insight and empathy, and better balance their personal and professional lives.
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Microsoft is a worldwide leader in technology with millions of customers—including itself. The company’s customer service and support operation, one of the largest in the world, is also one of the largest users of Dynamics 365 Customer Service. This gives Microsoft the unique opportunity to act as “customer zero,” using and improving the product for itself and its customers.
In 2019, Microsoft used 16 different case management tools, which made collaboration across various lines of business difficult. In 2020, the company started to shift its customer care platform to Dynamics 365 Customer Service as part of a larger commitment to support customer service and support agents. In 2021, Microsoft deepened the integration of Teams into the overall Dynamics product experience for better collaboration with subject matter experts around complex technical cases. And in 2022, it expanded the use of AI, including an intelligent, unified routing system to match customers with the right agent and the use of virtual chatbots to increase customer self-service.
Last year, support agents started using Microsoft Copilot in Dynamics 365 Customer Service. Statistics alone don’t capture the full picture of how the AI’s assistance has improved workflows. The support agents themselves are the best ambassadors for showing the true value of Copilot.
