Microsoft Copilot for Customer Service: AI-Assisted Case Management and Agent Productivity
Enhance your customer service operations with AI tools for efficient case management and improved agent productivity.
Course Guaranteed to Run
Course guaranteed to run. If only one participant registers, the course is converted into private flexible 1-to-1 training and consulting.
Why This Course Matters
The Business Problem We Solve
Contact centres face immense pressure to handle rising ticket volumes while maintaining high customer satisfaction. Agent burnout, inconsistent quality, and escalating expectations complicate this environment. Microsoft Copilot empowers customer service teams to handle interactions more efficiently, acting as a force multiplier rather than a replacement. This course will equip participants with the tools to utilize AI effectively in case management, enhancing both customer experience and operational efficiency.
Who Should Attend
Customer service agents Team leaders in customer support Contact centre managers Service operations managers CX professionals Quality assurance teams
Learning Objectives
• Identify Copilot capabilities relevant to service operations • Apply case summarisation features to improve onboarding • Generate accurate and tone-calibrated customer response emails • Analyse customer sentiment using real-time capabilities • Configure knowledge base queries for live interactions • Monitor service KPIs using Power BI analytics • Optimise escalation workflows with Teams integration
Programme
Module 1: Copilot in Customer Service Context
• Architecture overview; understanding the role of AI in customer service; address the ticket volume problem.
Module 2: Case Summarisation with Copilot
• Automatic case summary generation and critical reading of AI outputs for accuracy and improvement.
Module 3: Knowledge Base Search & Response Drafting
• Using Copilot for knowledge base queries during live interactions and appropriate response generation.
Module 4: Sentiment Analysis & Escalation Management
• Real-time sentiment assessment and escalation trigger identification, ensuring prompt resolution.
Module 5: Teams Integration for Agent Collaboration
• Leveraging Copilot for team huddles and quality calibration sessions, enhancing collaboration.
Module 6: Service Analytics with Power BI Copilot
• Creating service dashboards and operational monitoring—transforming service KPIs into actionable insights.
Module 7: AI-Powered Service Quality & Governance
• Using Copilot for QA review and defining proactive responses to escalation signals through a structured approach.
Module 8: Integrated Service Workflow & Capstone
• An end-to-end service lifecycle simulation utilizing AI to improve case management efficiency.
Practical Exercises
Simulated customer interactions with Copilot
Real-time sentiment analysis exercises
Knowledge base handling simulations
Teams collaboration via Copilot integration
Teaching Methods
Instructor-led theory
Guided lab practices
Peer collaboration and case studies
Assessment Method
Knowledge quiz at the end of Day 1
Practical capstone evaluation on Day 2
Course Outputs
Completion certificate for participants
Personalized Copilot Response Library
FAQ
Q: Do I need prior experience with Microsoft 365?
A: Basic familiarity with customer service tools is beneficial but not required.
Q: Will I receive a certificate at the end of the course?
A: Yes, all participants receive a completion certificate.
Q: How is the course delivered?
A: The course is available in online, blended, and classroom formats.
Q: Can I attend if I'm not in a customer service role?
A: The course is tailored for customer service professionals, but anyone is welcome to enroll.
Q: What support will I receive after the course?
A: Participants will gain access to a community for ongoing support and updates.
Who Should Attend
What You Will Be Able to Do
- Identify Copilot capabilities relevant to service operations
- Apply case summarisation features to improve onboarding
- Generate accurate and tone-calibrated customer response emails
- Analyse customer sentiment using real-time capabilities
- Configure knowledge base queries for live interactions
- Monitor service KPIs using Power BI analytics
- Optimise escalation workflows with Teams integration
Programme
Practical Exercises & Labs
- Simulated customer interactions with Copilot
- Real-time sentiment analysis exercises
- Knowledge base handling simulations
- Teams collaboration via Copilot integration
Practical Deliverables
Teaching Methods
Certification & Exam Alignment
Certification alignment: AB-730 AI Business Professional, MB-230 Dynamics 365 Customer Service Functional Consultant, Microsoft Applied Skills: MS-4006
Microsoft certification preparation included with training materials. DanAf provides readiness support post-training.
The exam is not automatically included unless explicitly stated. The exam may be administered independently by the relevant certification body or testing provider.
Prerequisites
Assessment
Delivery Options
Upcoming Sessions
No upcoming sessions scheduled.
Request a date or private session.
FAQ
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