Copilot adoption for customer service

Transform customer service processes with Copilot and Conterra Copilot Adoption Offer: 4-Wk Imp

Transform Customer Service processes with Copilot and Conterra Copilot Adoption Offer is a 4 weeks long solution to provide faster response times, log communications, root cause analysis and boost field efficiency.

Background

Microsoft Copilot in Customer Service is your strategic partner to enable Customer Service teams. 43% of Customer Service reps report they were overwhelmed by the number of systems and tools needed to complete work. With Microsoft Copilot, embedded directly into agent desktops, Customer Service teams can find answers fast and collaborate easily.

Project benefits

1. Improve customer satisfaction and long-term customer loyalty due to the increased First Call Resolution (FCR)
2. Increase agent productivity by lowering resolution times
3. Elevate service quality in the professional services industry by enabling smarter, more efficient, and customer-centric operations driven by AI.
4. Improve customer satisfaction by providing real-time AI assistance for faster issue resolution, generating personalized email responses, analyzing customer feedback, and allowing agents to focus on delivering high-quality service

Delivery

The project consists of the following project phases:

1. Inspire & Assess Inspire Sessions: Deliver Microsoft 365 Copilot value proposition and showcase demos for Copilot for Service. Scenario Workshopping: Identify high-value use cases in Customer Service (e.g., case summarization, knowledge base surfacing). Technical Assessment: Evaluate data security, governance, and access readiness.
2. Design & Plan Define Success Metrics: Establish KPIs such as case resolution time, agent productivity, and CSAT. Build Business Case: Use Microsoft’s Business Case Builder to quantify ROI. Segment Users: Identify adoption champions and pilot user cohorts. Adoption Planning: Align with change management and training strategies
3. Secure & Configure Identity & Access: Enforce MFA, block legacy auth, and review access policies. Device Compliance: Use Microsoft Intune to ensure secure and compliant endpoints. App Protection: Apply Intune App Protection Policies to safeguard Copilot-generated content
4. Enable & Extend Enable Copilot in Dynamics 365 Customer Service: Activate AI assistance for agents to automate tasks like summarizing cases and drafting responses. Integrate with Omnichannel: Use Copilot Studio to build custom copilots and embed them into chat and voice workflows Analytics & Feedback: Deploy Copilot Analytics to monitor usage, adoption, and business impact.
5. Train & Scale Skilling & Enablement: Deliver training via Microsoft Copilot Academy and internal enablement sessions. Executive & IT Reports: Share adoption trends and impact reports with stakeholders. Scale to Additional Scenarios: Expand Copilot use to other departments. HR Use Case Mapping: Identification of high-impact HR scenarios for AI assistance. Training & Change Management: Practical workshops for HR staff to maximize adoption. Governance & Compliance: Ensure safe handling of sensitive employee data with built-in policies

Next steps

Contact us to get more offer information and plan your engagement