10 Ways AI Empowers Agents, Reduces Costs, and Increases Employee and Customer Satisfaction

In this article, we are going to go deeper. Because while the basic benefits of AI in CX, automating routine tasks, improving data insights, reducing errors, reducing costs are critical, they are not specific courses of action. Instead, we are presenting ten areas where customer service agents can leverage AI (Microsoft Copilot) to fulfill the promise of basic benefits.

1. Case summarization

Copilot provides quick summaries of complex cases, allowing your agents to grasp the situation rapidly without sifting through extensive records while delivering the benefits of automating a routine task and giving reps more insight.

2. Timeline highlights

Agents can now instantly get the historical context required to deliver a higher level of service with less effort as Copilot condenses information from various interactions (emails, notes, tasks) into concise timelines, saving your teams valuable time while giving them the big picture.

3. Conversation summarization

Help any agent pick up where they or a fellow agent left off. Copilot summarizes previous conversations, including chatbot interactions, ensuring your agents have a verbatim backstory for every customer call and can provide a seamless transition from one communication channel or rep to another.

4. Drafting emails

Unless you have professional writers on your customer service team, no one likes starting from a “blank page.” Copilot gets it going, generating draft emails based on customer inquiries, enabling agents to respond quickly and accurately.

5. Knowledge base access

If you are like most organizations with a customer service department, you have a vast database loaded with high-value content (FAQs and Knowledge Articles) to address most every customer challenge. It’s finding the right content in a timely fashion that is usually the issue. But not anymore. Copilot swiftly retrieves relevant information from knowledge bases, providing agents with instant answers.

6. Real-time support

Microsoft chose the name Copilot wisely as it can help you guide every customer case in for a smooth landing, offering real-time assistance during customer interactions, to agents and self-serve customers, supplying them with answers, courses of action, or the ability to escalate to a live rep or supervisor.

7. Improved response consistency

One of the more frustrating customer service experiences is getting one answer from Agent A and another from Agent B. But by drawing from centralized knowledge, Copilot helps maintain consistent and accurate responses across all interactions.

8. "Ask a question" functionality

Remember early versions of voice assistants like Siri or Alexa? You could be asking to listen to music by CCR and instead get a tutorial on CPR. Copilot is built to use natural language to query information from knowledge articles, making it easier to find needed data.

9. Reduction of repetitive tasks

Yes, this sounds in line with one of the more basic benefits, which is automating routine tasks. Copilot takes it further by automating and/or consolidating tasks across multiple agents. This isn’t just saving time for a rep but improving operations for your enterprise.

10. Enhanced customer sentiment analysis

By analyzing historical customer interactions across multiple platforms (buying histories, website behavior, previous calls, etc.), Copilot can help define each customer’s preferred means of engagement (SMS, phone, email, to upsell or not), allowing your agents to respond in a way that is far more effective.

These ten tasks not only improve customer satisfaction but agent satisfaction and lead to a more engaged and productive workforce. Happy and empowered agents are more likely to provide exceptional customer service, ultimately translating into stronger customer loyalty.

How are you using Copilot in customer service? Are you yet? To get started with Copilot and drive increased engagement, contact us today.