Summary

  • 10 minutes

In this module, you learned about Copilot for Service, an AI-based tool designed to assist customer service representatives by providing generative support content. Copilot for Service enhances productivity, accuracy, and customer satisfaction while reducing costs and enabling scalability. It offers real-time guidance and integrates into existing workflows, providing valuable business insights.

The main takeaways from this module are:

  • Microsoft 365 Copilot is a tool designed to enhance the experience for agents and their customers by providing features like contextual awareness in chats, email assistance, and case summarization. It can be easily created using the Copilot for Service app and tested by connecting to a CRM environment.
  • The Copilot can be integrated with Salesforce and ServiceNow CRM environments. - Copilot for Service can be installed from Microsoft AppSource and Microsoft Teams, and deployed in Outlook and Teams.
  • Copilot for Service can also be integrated directly into the Salesforce and ServiceNow desktop, enhancing its responses and streamlining customer service representative workflows.

For more information on Copilot for Service, including a guided tour, see the following resources: