Chief Innovation Officer
Microsoft recently announced the launch of Copilot, a new tool that is set to bring massive productivity gains for professionals across the globe using its Office 365 application suite.
But – and granted the official launch never mentioned any features or capability directly related to customer experience (CX) – it got me thinking none-the-less, could this be the latest disruptive AI capability for our industry?
The potential is certainly there, and it would be a natural progression for the technology to further assist customer service representatives in providing better and more efficient customer experiences. With this new offering, Microsoft could join the Generative AI revolution and play its part in the way customer service is delivered by empowering agents with the power of AI.
Copilot could provide advanced AI-powered assistance that can improve response times, enhance the accuracy of responses, and personalise customer interactions. And with its ability to learn from past interactions, it could quickly provide solutions to common problems and offer customised suggestions, leading to faster and more efficient customer service. Ultimately, this could lead to increased customer satisfaction and loyalty, and could help companies differentiate themselves in a highly competitive marketplace.
So, what exactly is Copilot?
Copilot essentially relies on three Microsoft technologies;
- Microsoft 365 apps – including Word, Excel, PowerPoint, Outlook, Teams etc
- The Microsoft Graph API – bringing together content and context from emails, meetings, files, chats, calendar events etc
- A Large Language Model (LLM) – a creative engine capable of learning from and producing readable text.
The technology is built on top of Microsoft's existing Dynamics 365 Customer Service platform; a platform which already provides agents with a wealth of features to manage and resolve customer issues. However, Copilot could take this to the next level by providing agents with AI-powered suggestions and recommendations to help them navigate complex customer inquiries.
The tool would leverage the power of Microsoft's language understanding technology and machine learning algorithms to understand the context of customer inquiries and then provide agents with relevant information to help them resolve issues quickly and efficiently. Copilot could even suggest potential follow-up questions to ask customers to gather additional context and provide more accurate solutions.
One of the key benefits that I can see via the implementation and use of Copilot is that it would help customer service representatives provide consistent and high-quality support. With the tool's AI-powered suggestions, agents would be able to ensure that they were providing accurate information and following best practices, even if they are new to the job or dealing with a particularly difficult customer.
Another benefit would be in the reduction of resolution times for customer inquiries. By providing agents with relevant information and potential follow-up questions, the tool would help them resolve issues more quickly and efficiently, ultimately improving customer satisfaction and reducing overall support costs.
Copilot also includes a number of features that could be used to managers and supervisors monitor and improve the performance of their customer service teams. For example, using the tool’s detailed analytics and insights capability the data it could glean from agent performance – hypothetically – could be used to identify areas where agents may need additional training or support, or to track the impact of new training or support initiatives over time.
What could Copilot’s introduction mean for the Customer Service industry?
Overall, the launch of Copilot, I believe, could be a significant development for the customer service industry. With its powerful AI capabilities and seamless integration with Microsoft's existing customer service platform, Copilot has the potential to revolutionise the way customer support is delivered. By empowering agents with the information and insights they need to provide consistent and high-quality support, Copilot can help organisations improve customer satisfaction, reduce support costs, and drive better business outcomes.
It's worth noting, however, that while Copilot has the potential to be a game-changer for the customer service industry, like other Generative AI models at the moment it is not a silver bullet solution. Ultimately, the success of any customer service program depends on a range of factors, including the quality of training provided to agents, the organisational culture of the company, and the overall customer experience strategy. While Copilot – and other Generative AI LLMs could certainly help improve the efficiency and effectiveness of customer service operations, it is only one piece of the puzzle.
In conclusion, the launch of Copilot represents potentially the latest capability in an exciting new chapter in the evolution of customer service. With its AI-powered suggestions, detailed analytics, and seamless integration with Microsoft's existing customer service platform, Copilot has the potential to help organizations deliver better, more efficient support to their customers and increase the productivity of frontline knowledge workers and CX/customer service advisors.
While there are certainly challenges to be overcome in implementing any new customer service technology, the potential benefits of Copilot in our industry make it a tool that is certainly worth exploring – particularly for those organisation looking to improve customer support operations and differentiate through its CX.
In the meantime, take a look at our new Generative AI ebook entitled ‘Generative AI: A False Dawn in Customer Service, or the New Hope?’.