Smarter Support Starts with Copilot and Dynamics 365
Faster answers, helpful support, and happier customers
Today, customer expectations are higher than ever. People want quick answers, personalised support, and smooth experiences across every channel. For organisations, meeting these demands while keeping costs low can feel challenging. This is where Microsoft’s AI-powered tools – Copilot and the Dynamics 365 Customer Service app – come together to transform customer service.
A smarter way to serve customers
With Dynamics 365 Customer Service, your agents get a single platform to manage queries across voice, chat, email, WhatsApp, and other channels. Now with Copilot built in, the experience becomes even smarter. Copilot uses the power of generative AI to guide agents, suggest answers, and even summarise customer conversations. This means faster resolutions and happier customers.
Key benefits for your service teams
1. Faster responses
Agents no longer need to search through multiple systems for information. Copilot brings the right knowledge instantly, helping them reply quicker.
On average, organisations using Copilot report a 25–30% reduction in average handle time (AHT) per case.
2. Consistent and accurate answers
With AI-grounded responses, customers receive reliable and consistent solutions, reducing the chances of errors.
Studies show AI-assisted agents deliver up to 20% higher first-contact resolution (FCR) compared to manual handling.
3. Personalised support
Copilot analyses conversation history and customer context, so agents can respond with empathy and tailored suggestions.
Personalised interactions improve customer satisfaction scores (CSAT) by 15–20% on average.
4. Smart self-service
With virtual agents and AI-powered chatbots, customers can get immediate help anytime, reducing the load on live agents.
Businesses have seen 40% fewer routine queries reaching human agents after enabling AI self-service.
5. Actionable insights
Managers can track performance with real-time dashboards, understand trends, and make decisions to improve service quality.
Teams using AI insights improve agent productivity by 15% and reduce escalation rates by up to 25%.
Better collaboration with Microsoft tools
Because the Customer Service app connects seamlessly with Microsoft Teams, agents can collaborate with experts across departments without leaving their workspace. Copilot also helps draft internal updates, create case summaries, and prepare follow-ups – saving valuable time.
For example, automated case summaries with Copilot can cut after-call work (ACW) by 30–40%, giving agents more time to serve customers.
Why this matters for your business
Every quick resolution improves customer satisfaction. Every accurate answer builds trust. And every personalised interaction strengthens loyalty. By combining Dynamics 365 Customer Service with Copilot, organisations can reduce costs, empower agents, and create experiences that truly stand out.
The road ahead
AI is no longer a futuristic idea, it is already reshaping customer engagement today. Companies that adopt these intelligent tools early will lead the way in delivering service that feels faster, smarter, and more human.
