Here are the top advantages organizations can expect from this intelligent integration:
Faster Resolution Times
AI bots handle routine queries instantly, reducing wait times and enabling human agents to focus on more complex issues.
AIA integrated Copilot in Dynamics 365 Customer Service across their Singapore and Thailand operations.
The AI-powered system automatically generates case summaries and conversation recaps, which drastically cut the time agents spend on post-interaction tasks.
Result: Wrap-up time reduced by 50%, allowing support reps to resolve more queries faster and increase support team efficiency.
Scalable Support Model
Whether your company has 500 or 50,000 users, Microsoft 365 Services scales effortlessly, and Cognitive Services adapts to growing data volumes.
Barclays is rolling out Microsoft 365 Copilot to over 100,000 employees across the globe.
The goal is to scale personalized support and streamline access to organizational knowledge without needing to expand support teams.
With Copilot, staff get fast access to documents, meeting recaps, and information across M365 and SharePoint.
Enhanced User Experience
Natural language processing and contextual understanding lead to personalized and relevant support interactions, increasing user satisfaction.
TAL implemented Microsoft 365 Copilot and Azure OpenAI to assist with claims, policy servicing, and internal support.
Staff now use AI to summarize documents, respond to email queries, and retrieve contextual insights using natural language prompts.
Result: Workers save up to 6 hours a week, and user satisfaction improved due to better support interactions.
Proactive Issue Management
AI models can analyze historical support data to identify patterns and predict potential issues—enabling teams to act before problems occur.
During a trial with 14,500 civil servants, Microsoft 365 Copilot was used to analyze daily workflows and suggest optimizations.
Staff used Copilot to identify communication gaps and pre-empt repeat queries, especially in documentation-heavy departments.
Insight from usage helped teams improve task design and workload allocation before bottlenecks developed.
Reduced Operational Costs
By automating ticket triage, routing, and basic troubleshooting, companies can reduce reliance on large support teams and reduce overhead.
Microsoft 365 Copilot into its sales and support operations.
Tasks like meeting note generation, pipeline analysis, and email drafting are now automated.
The company reports 12% annual time savings per employee—cutting costs without sacrificing service quality.
