Microsoft has shared fresh insight into the impact of its Copilot for Service solution within contact centers.
During its recent Dynamics 365 Business Applications launch event, the tech giant revealed that it has helped contact centers boost customer satisfaction (CSAT) by 12 percent.
Meanwhile, the virtual assistant has also enabled customer service agents to resolve 14 percent more customer cases per hour.
Microsoft made Copilot for Service generally available in February, at a price of $50 per user/month.
However, customers who already have Copilot for Microsoft 365 licenses may purchase the Copilot for an additional $20 per user per month.
On release, the Copilot had several use cases. For instance, it can summarize customer conversations, offer agents relevant insights from knowledge sources during live interactions, and generate automated customer emails for agents to review, edit, and send.
Moreover, contact centers can configure unique use cases via the Microsoft Copilot Studio to aid contact center agents.
Those use cases may cross various systems, as Charles Lamanna, Corporate VP of Business Applications & Platforms at Microsoft, stressed during the launch event:
Copilot integrates with Outlook, Teams, and other case management systems, allowing customer service reps to stay within their workflow.
After trialing Copilot within its contact center last year, Microsoft shared that its service team slashed its average handling time (AHT) by 12 percent.
In addition, 77 percent of its agents told the business they didn’t want to give up their virtual assistant.
However, since then, competition from Microsoft's various market rivals - stretching across the CRM space – has ramped up.
For instance, Salesforce's own Copilot is now generally available. Meanwhile, Pega has unveiled a "GenAI Coach", SAP has introduced "Joule", and HubSpot has launched its "AI assistants".