Effective February 1, 2024, Microsoft 365 Copilot for Service is available.
Are you looking for a way to improve your contact center performance and customer satisfaction? Do you want to leverage the power of artificial intelligence without any coding or development? If so, you might be interested in Microsoft 365 Copilot for Service, a new product that enables you to build agent-facing copilots that provide real-time responses from your content sources. In this article, we will explain what Microsoft 365 Copilot for Service is, how it can help you with various use cases, how it integrates with Microsoft 365 and other CRM platforms, and how you can get started with it.
What is Microsoft 365 Copilot for Service?
Microsoft 365 Copilot for Service enables you to build agent-facing copilots that enhance agent performance and customer satisfaction. Agent-facing copilots leverage your contact center content sources to provide real-time responses without any software or conversational AI development. You can use any content sources you want, such as websites, SharePoint sites, offline files, and other external sources. Microsoft 365 Copilot for Service also integrates seamlessly with third-party knowledge bases such as ServiceNow, Zendesk, Salesforce Service Cloud, and Microsoft Dynamics 365 Customer Service. These integrations allow you to incorporate a copilot into your human agent’s existing workflow, whether they use their agent console, Microsoft Teams, websites, or other apps.
Use Cases
Microsoft 365 Copilot for Service can help you with the following use cases:
- Tap into your data, wherever it resides: Microsoft 365 Copilot for Service can access and analyze your existing contact center content sources, such as websites, SharePoint, and offline files, to provide real-time responses to your agents.
- Increase agent productivity with tools in the flow of work: Microsoft 365 Copilot for Service can integrate with the tools that your agents use every day, such as Dynamics 365 Customer Service, Microsoft Teams, and Outlook, to provide contextual and personalized assistance.
- Create a solution tailored to your contact center: Microsoft 365 Copilot for Service can be customized to fit your specific needs and preferences, such as branding, tone, and language. You can also train and improve Microsoft 365 Copilot for Service with your own data and feedback.
- Fuel generative AI-powered conversations: Microsoft 365 Copilot for Service can generate natural and engaging responses that go beyond simple FAQs and canned answers. Microsoft 365 Copilot for Service can also handle complex and dynamic scenarios, such as follow-up questions, clarifications, and confirmations.
Integrating Microsoft 365 Copilot for Service with Microsoft 365
365 apps receive new features in late February 2024 that will enable seamless integration of data from CRM systems such as Microsoft Dynamics 365 Customer Service and Salesforce Service Cloud. These features will allow you to use Microsoft 365 Copilot for Service to:
- Summarize and draft emails in Outlook, as well as access case summaries, browse and update CRM records, and schedule meetings with insights from case summaries and CRM data.
- Browse and update CRM records in Teams during a meeting, and also recap meetings, suggest follow-up actions, and create tasks that can be directly saved to CRM systems from Teams.
- Ask questions and summarize cases in the Microsoft Copilot chat experience, using data from cases and contacts in CRM systems.
Although Microsoft 365 Copilot for Service already integrates seamlessly with CRM platforms, Teams, Outlook and Microsoft 365 Chat, some new features will be released in the upcoming months. A confidential roadmap on Microsoft 365 Copilot for Service shows that we can expect most features to be available by July 2024.
Licensing Requirements
Microsoft 365 Copilot for Service is licensed as a paid add-on license for users with one of the following licenses:
- Microsoft 365 E3/E5/Business Standard/Business Premium
- Office 365 E3/E5
There are two subscription lengths available: 1-year or 3-year.
Microsoft 365 Copilot for Service includes Microsoft 365 Copilot!
Licensing Channels
Microsoft 365 Copilot for Service available on the following licensing channels:
Starting February 1, 2024:
- Enterprise Agreement (EA)
- Enterprise Subscription Agreement (EAS)
- Microsoft Customer Agreement (MCA)
- Web Direct
Starting March 1, 2024:
- Cloud Solution Provider (CSP)
Microsoft 365 Copilot for Service (education) is available through:
Starting May 1, 2024:
- Enrollment for Education Solutions (EES)
- Microsoft Customer Agreement (MCA)
Pricing & Upgrading to Microsoft 365 Copilot for Service
Microsoft Microsoft 365 Copilot for Service costs $50 per user per month. Customers who already have Microsoft 365 Copilot licenses can purchase Microsoft 365 Copilot for Service for an additional $20 per user per month.
More information
For the announcement article, please visit: https://cloudblogs.microsoft.com/dynamics365/bdm/2024/02/01/microsoft-copilot-for-sales-and-copilot-for-service-are-now-generally-available/.
For the product page, please visit: https://www.microsoft.com/en-us/microsoft-copilot/microsoft-copilot-for-service.
For a guided tour through Copilot for Service, please visit: https://guidedtour.microsoft.com/en-us/guidedtour/dynamics/copilot-for-service/1/1.
For a documentation on Copilot for Service, please visit: https://learn.microsoft.com/en-us/microsoft-copilot-service/about-microsoft-copilot-for-service.
For software licensing information on Microsoft licensing programs, please visit: https://www.schneider.im/software/microsoft/.
Please contact us for expert services on your specific Microsoft agreements, more information and to request a quote.
FAQ
What are the benefits of using Microsoft 365 Copilot for Service?
Microsoft 365 Copilot for Service can help you improve your customer service outcomes by:
- Reducing agent training time and costs
- Increasing agent confidence and satisfaction
- Enhancing customer loyalty and retention
- Boosting customer satisfaction and Net Promoter Score (NPS)
- Reducing average handle time (AHT) and cost per contact (CPC)
- Improving first contact resolution (FCR) and case closure rate
How does Microsoft 365 Copilot for Service handle different languages and accents?
Microsoft 365 Copilot for Service can handle different languages and accents by using Microsoft’s advanced speech and natural language processing technologies. Microsoft 365 Copilot for Service can automatically detect the language and accent of the speaker and transcribe the speech to text. Microsoft 365 Copilot for Service can also translate the text to the language of your choice and generate responses in that language.
How secure is Microsoft 365 Copilot for Service?
Microsoft 365 Copilot for Service is secure by design and complies with Microsoft’s security and privacy standards. Microsoft 365 Copilot for Service encrypts your data in transit and at rest, and does not store any personally identifiable information (PII) or customer data. Microsoft 365 Copilot for Service also adheres to the General Data Protection Regulation (GDPR) and other relevant regulations.
How do I provide feedback to Microsoft 365 Copilot for Service?
You can provide feedback to Microsoft 365 Copilot for Service in several ways. You can rate the quality and relevance of the responses that Microsoft 365 Copilot for Service provides, and also leave comments or suggestions. You can also use the Microsoft 365 Copilot for Service portal to view and edit the feedback that you and other agents have given. Your feedback helps Microsoft 365 Copilot for Service learn and improve over time.
How do I measure the impact of Microsoft 365 Copilot for Service?
You can measure the impact of Microsoft 365 Copilot for Service by using the Microsoft 365 Copilot for Service portal to access various reports and dashboards. You can track metrics such as agent performance, customer satisfaction, copilot usage, and copilot accuracy. You can also compare the results before and after using Microsoft 365 Copilot for Service to see the difference.
How do I get support for Microsoft 365 Copilot for Service?
You can get support for Microsoft 365 Copilot for Service by contacting Microsoft Support or your Microsoft account manager from SCHNEIDER IT MANAGEMENT. You can also visit the Microsoft 365 Copilot for Service website to access the documentation, FAQs, tutorials, and community forums.
How do I update Microsoft 365 Copilot for Service?
Microsoft 365 Copilot for Service is a cloud-based service that automatically updates itself with the latest features and improvements. You do not need to install or download anything to use Microsoft 365 Copilot for Service. You can check the Microsoft 365 Copilot for Service website or the Microsoft 365 Message Center to see the latest updates and announcements.
How do I cancel or change my Microsoft 365 Copilot for Service subscription?
You can cancel or change your Microsoft 365 Copilot for Service subscription at any time through the Microsoft 365 admin center. You can also contact your Microsoft account manager or Microsoft Support for assistance. If you cancel your subscription, you will still have access to Microsoft 365 Copilot for Service until the end of your current billing cycle.
How do I purchase Microsoft 365 Copilot for Service?
Contact SCHNEIDER IT MANAGEMENT for free consulancy on your Microsoft 365 Copilot for Service licensing and procure your licenses at favorable conditions.