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- [Instructor] Copilot in Microsoft Dynamics 365
Customer Service revolutionizes the support experience
with generative AI.
It empowers agents to easily leverage company knowledge,
sources, and quickly generate optimized responses
for customers in a single click.
Copilot makes agents more productive
and helps them deliver better customer experiences.
Let's look at an example from Microsoft Azure,
which uses Dynamics 365 Customer Service
and has thousands of support engineers
handling millions of requests every year.
Ivan is a support agent at Microsoft.
He answers complex customer questions on Azure
sent via email on his agent desktop.
He sees the inbox to the left of the screen,
and in the center, he can see all the relevant information
and timeline for the case he is working on.
He notices an email received from Claudia
asking about a configuration issue
with their Azure Kubernetes service cluster.
Usually, responding to this kind of complex issue
would take Ivan several minutes, he would spend time
searching through multiple knowledge articles,
finding the relevant section that connects
with the customer specific issue,
and then writing up a response to the customer.
Today, he is using Copilot.
Copilot expands on the right side of his screen
and helps him draft the perfect reply with just one click
using generative AI, he can even provide custom prompts
for the most complex cases.
Copilot saves him time and helps deliver
high quality service.
Copilot knows all of the context from trusted websites
and Azure's internal data,
including customer name and relevant knowledge articles,
so Ivan doesn't have to spend time searching or typing,
now, he just has to review the response.
The draft looks great, and with one click,
he copies it into the email editor and sends it out
feeling confident that his customer
is receiving the prompt, friendly service they deserve.
Soon after, Ivan sees an incoming chat
from another customer, Diane.
The chat appears on the left side of his screen.
In the middle, he has the relevant information
for his customer, and on the right, Copilot
is ready to help him.
The power virtual agent's bot has already summarized
that the customer is having trouble
logging into their Visual Studio account.
This helps him get a jumpstart on this conversation
rather than searching on his own,
he turns to Copilot for help, which uses generative AI
to surface the latest information
that is typically found across Azure's vast set
of internal documents, including previously resolved
case notes and published knowledge articles.
Having already saved time researching,
Ivan is able to follow up quickly with the customer
to gather the right details needed to investigate.
With the error code in hand,
he checks in with Copilot one more time.
In a single click, Copilot summarizes the customer issue
from the live chat conversation
and drafts a response that he can share.
It appears the document which Copilot used
to formulate this response is the right one,
but Ivan knows he can always click through the source links
to verify or make any edits to the response if he needs to.
Satisfied, he decides to send it to the customer.
This interaction shows the true power of Copilot.
Even as a new support agent,
Ivan feels empowered with the knowledge
of his entire organization to resolve issues quickly.
These are just a few examples of how Copilot
in Microsoft Dynamics 365 Customer Service
revolutionizes agent productivity and customer experience
across all engagement channels.
With these innovations, organizations can feel assured
that they're earning customers for life.
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- [Instructor] Nuances to using open AI's GPT
as a conversation booster to streamline support operations
by enabling generative AI to respond to user questions
that don't already have topics built for them.
Contoso Bank wants to improve customer engagement
on their website.
Mix is a conversational AI platform that empowers Contoso
to easily create and maintain their own enterprise grade,
omnichannel bot for their voice and digital channels.
They already have an application built out
that supports topics like check my balance and pay a bill.
With the Conversation Booster feature,
we can also help the Contoso bot provide responses
for topics we haven't even thought of yet.
Let's see how that's done.
Here we have an existing Mix project for Contoso Bank.
It's already designed to handle a variety of banking topics
using advanced logic.
I'll select the main menu
and then update the user collection setting
to use Conversation Boosters along with the normal NLU.
We can now enter a link to a source of information
specific to Contoso such as their website, FAQ document,
or procedural manual.
In this case, we're going to add Conversation Boosters
to reference Contoso Bank's website.
Let's try asking a general question about customer service,
which we didn't build a topic for.
Can you tell me about customer service?
Pretty helpful.
Now remember that Contoso already had topics built
to handle things like checking balance and paying a bill.
Let's try to pay a bill, I'll say,
I want to pay $200 to my cell phone bill today.
And the response is, which account?
Conversation Boosters were designed to avoid
distracting a user during a task, watch this,
what is the customer service number?
The response encouraged me to finish paying my bill first.
This design improves containment and allows automation
to help me complete the task.
Okay, so let's stay on task, savings.
Okay, so that worked because we'd already developed
responses for that scenario, so I was successful
in paying a bill, but now I'm gonna ask
my unanticipated question again
while I'm not in the middle of a task,
what is the customer service number?
And that intent will be delegated to Conversation Boosters.
Okay, I got a good answer there,
so now let me ask about something that I just happened
to see on the Contoso Bank website,
how can I win that sweet, sweet $1,000.
Okay, cool, Conversation Boosters found the answer
and summarized it back to the user
in a very conversational way.
The big advantage of Mix is the ability to design bots
that handle the complex engagement scenarios
our customers demand.
Adding Conversation Boosters on top of that,
we can provide accurate responses to those scenarios
we haven't authored by retrieving answers
from the customer's own data source.
It's game-changing and we're just barely scratching
the surface, to gain access to the preview
of the new Conversation Boosters feature,
you'll need to join the wait list.
First, sign up for Mix, once you're signed in,
click the button at the top of the homepage
to join the wait list.
We hope you enjoy this new enhancement to Mix.
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