In an ideal world, your customer service agents would possess exceptional memories, be available anytime, instantly recall past conversations, and effortlessly suggest the best course of action while handling routine tasks. And your salespeople would be on top of every new lead, successfully engaging with prospects at the right time and in the right manner, while meeting sales goals every quarter.
Fortunately, Microsoft's Copilot for Service and Copilot for Sales offer just that: AI-powered tools designed to work alongside employees and streamline customer service and sales operations. Implementing virtual assistants has changed the landscape of service operations, with nearly 80% of leading agents reporting that these role-based Copilots are now essential for their daily tasks. Similarly, a global communications service provider leveraged Copilot for Sales to automate processes, eliminating nearly four hours of manual work per week and significantly improving efficiency.
Salespeople and service agents rely on their training, experience, and knowledge to close sales or resolve customer issues. Microsoft’s role-based Copilots enhance these activities by utilizing real-time data and generative AI to deliver insights, automate workflows, and streamline interactions. The outcome? Quicker resolutions, more personalized customer service, and improved sales insights across the board, with employees who can concentrate on what truly matters—delivering outstanding customer-oriented experiences and driving sales revenue.
How do role-based Copilots in Dynamics 365 enhance customer service and sales?
Microsoft's Copilot for Service and Copilot for Sales are AI-powered assistants integrated within Dynamics 365 to augment the organization's customer-facing roles. They utilize generative AI to analyze data, advise intelligent responses, automate routine tasks, and improve decision-making, resulting in profound transformations across organizational efficiency and overall customer satisfaction. By fitting smoothly into current workflows, these Copilots assist businesses in minimizing manual work and maintaining consistent, high-quality interactions while benefiting from AI-driven insights.
Elevate customer support with AI-powered Copilot for Service
Contact centers and field service agents are the backbone of a company's ability to meet customer needs at scale efficiently. Without their dedication to maintaining service quality, operations can quickly become chaotic. The need for AI-powered assistance is where Copilot for Service in Dynamics 365 comes in—enhancing agent productivity and streamlining customer interactions in the following ways:
- Real-time assistance: Based on past interactions, Copilot for Service can provide real-time suggestions, thus enabling agents to compute accurate responses faster.
- Case summarization: AI generates concise summaries of lengthy documents and reports, reducing the time spent reviewing customer history and allowing agents to focus on resolutions.
- Knowledge base integration: Agents can instantly access relevant articles and documentation, ensuring they deliver accurate and up-to-date information.
- Sentiment analysis: Copilot assesses customer sentiment during conversations, enabling agents to customize their responses for increased engagement and overall customer satisfaction.
Driving more intelligent sales processes with Copilot for Sales
Sales professionals often face challenges in managing leads, engaging prospects, and closing deals efficiently. Copilot for Sales in Dynamics 365 empowers sales teams by providing AI-driven insights and automation tools to streamline the sales process. Key benefits include:
- Lead prioritization: AI analyzes customer data and interactions to identify high-value prospects, allowing sales teams to focus on the most promising opportunities.
- Email and communication assistance: Copilot drafts personalized email responses, suggests follow-ups, and even provides insights into customer sentiment.
- Opportunity insights: Sales professionals receive data-driven recommendations on the best next steps, optimizing deal closures.
- Meeting summaries and notes: AI captures and summarizes meeting notes, ensuring sales teams stay on track without manual documentation efforts.
- Predictive forecasting: Copilot helps teams anticipate market trends and adjust strategies by analyzing historical sales data.
Organizational benefits of Copilots in Dynamics 365
Role-based Copilots can be real game-changers for organizations seeking to optimize the value of their CRM and ERP systems. CX Today and Microsoft’s Copilot for Sales e-Book offers proven metrics on the advantages of virtual assistance for businesses:
- Increased efficiency: Contact centers using Copilot have seen a 14% increase in customer cases resolved per hour.
- Agent productivity: Customer service agents reported high satisfaction and a substantial boost in productivity. 77% of users stated that the virtual assistant has become an indispensable tool in their daily tasks. Additionally, sales teams have reported saving up to four hours per week by streamlining key tasks with a 52% reduction in the time required to add new CRM contacts and a 36% decrease in the number of clicks needed to create and send emails.
- Enhanced response times: Businesses leveraging Copilots for service have seen a 12% improvement in average handling time (AHT), enhancing the customer experience by reducing wait times.
- Cultivating impactful customer relationships: The stellar advancements in Copilot’s automation, response speed, and efficiency have enabled sellers to dedicate 67% more time to nurturing and strengthening customer relationships.
- Higher customer satisfaction scores (CSAT): Copilot for service has contributed to a 12% boost in CSAT scores across contact centers, as customers receive faster, more accurate, and more personalized service.
- Increased profitability: Remarkable productivity and increased customer engagement translate into increased revenue internally for Microsoft as their leaders reported a 9.4% increase in profit per seller and 20% increase in closing rates.
Implementing Copilot in Dynamics 365: best practices for businesses
To successfully integrate Copilots into Microsoft Dynamics 365, businesses should follow these best practices:
- Assess business needs: Identify pain points in customer service and sales processes where AI can provide immediate value. Here are some examples:
- Implementing AI-driven training workflows, which allow new agents to interact with Copilot for guided responses and process automation, can address high agent turnover and training delays.
- Standardizing AI-driven templates and response guidelines at all customer touchpoints can resolve inconsistent customer experiences across channels.
- Train and upskill teams: Develop a comprehensive training and adoption plan to ensure employees receive ongoing, structured upskilling on collaborating effectively with AI Copilots.
- Ensure data quality: Maintain clean and structured CRM and ERP records. AI models rely on high-quality data.
- Monitor and optimize performance: Continuously track KPIs, such as response accuracy and resolution speed, to refine AI models and improve outcomes.
- Adopt a phased rollout: Implement Copilot features incrementally, starting with pilot teams, before scaling organization wide.
How role-based Copilots drive success across industries
Copilot for Service helped a large retail company reduce high call volumes, enabled representatives to resolve issues quickly, and offered real-time product recommendations. This implementation resulted in a 30% increase in first-call resolution rates, minimizing the need for follow-ups and creating a more delightful shopping experience.
Streamlining banking operations in financial services
An international bank and wealth management group adopted Copilot for Sales to streamline administrative tasks for bankers while overcoming challenges in delivering critical insights to customers. With Copilot for Sales, bankers can update CRM records directly within Outlook, saving approximately 10 seconds per post-call activity. This increased efficiency will noticeably free up 200 hours annually, allowing bankers to focus on high-value client engagements and business development opportunities.
Optimizing service operations in manufacturing
A leading metal cutting and machining solutions provider faced challenges in managing complex customer interactions while upholding high service standards. By integrating Dynamics 365 and Copilot for Service, the company centralized its support operations, significantly enhancing service quality across all call centers. As a result, customer response times improved, wait times decreased by 27%, and call abandonment rates dropped by 14%. These advancements led to a customer satisfaction score increase from 3.5 to 4.5 out of 5.0, exceeding the company's 2025 target ahead of schedule.
Enhancing customer experience with role-based Copilots
The actual value of role-based Copilots in Dynamics 365 lies in their ability to reshape the customer experience landscape. By seamlessly connecting contact centers, CRM solutions, and field service operations, the Dynamics 365 role-based Copilots offer:
- Omnichannel support: Customers receive consistent service across multiple communication channels, from phone and chat to email and self-service portals.
- Proactive customer engagement: AI-driven insights allow businesses to immediately identify customer needs and help teams strategize solutions proactively before issues arise.
- Field service optimization: Technicians in the field receive real-time guidance and access to knowledge bases, ensuring efficient issue resolution on-site.
- Automated workflows: Businesses can streamline operations by automating key processes, reducing manual errors, and improving overall efficiency.
Achieve customer service and sales excellence with Copilot and Alithya’s expertise
Implementing AI-driven solutions like Copilot for Service and Copilot for Sales requires digital adoption, change management, and AI empowerment expertise. As a global leader in digital solutions, Alithya helps businesses seamlessly integrate and maximize the value of Microsoft Dynamics 365 Copilots.
With over 30 years of service experience and a proven track record in areas critical to digital transformation and change enablement, Alithya ensures a seamless implementation process. Alithya empowers organizations to increase revenues, profitability, and customer satisfaction with Dynamics 365 Copilot for customer service and sales operations. Contact us today for a consultation and take the first step toward unlocking the full potential of AI-powered Copilots in your business.