Jennifer Lowry
Senior Director, Microsoft Support
At Microsoft, we know that customer expectations have never been higher. Our Customer Service and Support team needs to constantly balance speed and accuracy to deliver seamless support while managing rising case volumes and increasing complexity. Every interaction needs to be fast, personalized, and effective.
This is where GenAI makes a real impact. Using Microsoft Copilot, I’ve seen first-hand how AI-driven insights and real-time assistance are transforming the way we work. Copilot helps us resolve issues faster, streamline workflows, and provide exceptional customer experiences.
When a customer reaches out for support, speed and accuracy are critical. Resolving issues quickly and effectively requires instant access to the right information, which is why we rely on Copilot for real-time insights and recommendations.
Integrated with tools like Outlook, Teams, and CRM systems, Dynamics 365 in our case, but also Salesforce and ServiceNow, Copilot analyzes incoming cases and highlights key details. Instead of combing through lengthy email threads or case files, we receive concise summaries and suggested next steps based on historical data.
When a critical issue comes in, Copilot doesn’t just pull relevant case history – it suggests solutions based on similar incidents. By connecting seamlessly to our knowledge base, it also provides instant access to relevant articles and resources that help us decide on the appropriate solution for each customer.
As one of the support leaders here at Microsoft, I oversee daily operations, manage escalations, and ensure our customers’ most pressing issues are resolved efficiently. When escalations arise, I rely on Copilot for real-time insights and recommendations. For example, if I receive an email about a critical issue, Copilot summarizes the situation and suggests the best next steps based on historical data. This allows me to make swift, informed decisions with confidence.
With AI-powered insights, we’re resolving cases faster, improving first-contact resolution rates, and delivering better customer experiences – all while making our jobs easier.
Customer service isn’t just about reacting to calls on the spot. Our relationships with customers often span years or even decades, working with them on their evolving business transformation and business strategies. These relationships may have multiple interactions which can be overwhelming to review, but Copilot simplifies the process by generating concise summaries of the relationship from start to finish.
Instead of manually piecing together a case’s history, Copilot surfaces key information from past interactions, including support tickets, purchase history, and communication logs. This allows us to quickly understand the situation and move toward a resolution without delays.
Now, when a support agent takes over a long-standing case, there’s no need to sift through reams of old emails or call logs. Copilot provides a clear, structured summary, enabling a more personalized and efficient response. This is especially valuable for high-priority cases, where quick, informed decision-making is crucial.
Customer calls are one of the richest sources of information, but sifting through long conversations to capture key details can be a challenge. With Copilot, we no longer have to rely solely on manual notetaking, GenAI automatically transcribes and highlights the most important points from each call.
Copilot helps us grasp essential details from customer interactions in real time, allowing us to respond more effectively and ensure that no critical information is missed. Whether it is summarizing key issues raised during a support call or identifying action items, Copilot ensures that our team is always working with the most relevant information.
When both standard questions and more complex issues arise during a call, Copilot generates a concise summary in real-time, highlighting previous interactions, completed tasks, and suggested next actions. This streamlines follow-ups and ensures consistent, high-quality support across every touchpoint.
Customer service representatives juggle multiple tools and information sources while managing customer inquiries. For us, using Dynamics 365 Customer Service, there is no juggling as Copilot is natively embedded in the service representative experience, making it smooth and already perfectly integrated in the flow of work. However, if service reps need to connect to other systems – including CRM systems – Copilot simplifies this process by seamlessly integrating with existing platforms, allowing service representatives to access the right data at the right time without switching between applications.
Copilot also enhances real-time collaboration. When an issue is escalated and additional expertise is required, customer service representatives can quickly loop in the right teams through Microsoft Teams, with Copilot summarizing past interactions to provide the full context. This not only streamlines internal communication but also ensures customers receive well-informed responses faster.
By integrating AI-powered guidance directly into the flow of work, our service representatives can deliver high-quality, personalized support while reducing response times. Copilot acts as a digital assistant that enhances efficiency, allowing our team to focus on building strong, lasting customer relationships.
Many customer service tasks – like ticket categorization, case documentation, and follow-up scheduling – are repetitive but essential. Copilot automates these processes, freeing our team to focus on more complex, high-value interactions.
For instance, Copilot automatically generates case summaries, categorizes tickets based on historical patterns, and suggests next steps. This reduces manual effort and ensures cases are managed more efficiently.
Automation significantly reduces resolution times. By enabling self-service options and automating routine tasks, Copilot ensures faster responses for customers and helps our team handle higher case volumes without feeling overwhelmed.
With Copilot, we’re not just improving efficiency – we’re transforming customer service into a smarter, more scalable operation. The impact speaks for itself: a 12-16% reduction in average handle time for chat cases, service reps managing 9-13% more cases, and a 13% drop in the need for peer assistance. Copilot isn’t just streamlining workflows – it’s enhancing customer experiences, boosting productivity, and making service teams more effective than ever.
As we continue to integrate AI into our processes, we’re not just improving service efficiency – we’re redefining customer support. In Dynamics 365, autonomous agents like the Customer Intent Agent enhance self-service by mapping issues to solutions, the Customer Knowledge Management Agent keeps knowledge up to date, and the Case Management Agent automates case workflows to reduce handle time. We can focus on what truly matters – building relationships, personalizing experiences, and driving meaningful outcomes.
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