Normalized claim
Average handle time for chat cases: 12-16% decrease
“a 12-16% reduction in average handle time for chat cases”
MicrosoftEvidence: Low35/100
Microsoft Support uses Copilot to transform customer service efficiency
Use case typeCustomer service automationUpdated Jul 5, 2024
Microsoft Support used Microsoft Copilot to help customer service teams handle rising case volumes and increasing complexity with faster, more personalized support. The article describes Copilot generating concise case summaries, highlighting key details from emails and case files, transcribing customer calls, suggesting next steps, and automating ticket categorization, case documentation, and follow-up scheduling. The support team reports measurable gains in handle time, case throughput, and reduced peer-assistance requests.
- Organization
- Microsoft Support
- Industry
- Tech & Comms
- Location
- United States
- Published
- July 2024
Reported outcomes
12-16%
average handle time for chat casesTime & speed
9-13%cases handled per service rep−13%peer assistance requests
Strategic outcomes
Customer experience & trustFaster, more personalized supportOther strategic outcomeReduced manual effort in support workflowsScale & capacityMore scalable customer service operation
Catalog median for time & speed deployments: −50% across 312 reported metrics. Compare benchmarks →
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Cases handled per service rep: 9-13% increase
“service reps managing 9-13% more cases”
Normalized claim
Peer assistance requests: 13% decrease
“a 13% drop in the need for peer assistance”
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Microsoft Support
- Provider
- Microsoft
- Maturity
- Unknown
- Linked source
- Microsoft Pulse
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 3
- 1Customer service automation
- 2Contact center modernization
- 3Workflow automation
- Rising case volumes and increasing complexity.
- Need to balance speed, accuracy, and personalization in support.
- Manual review of lengthy emails, case files, and call notes slowed resolution.
- Copilot was embedded into Dynamics 365 Customer Service and integrated with Outlook, Teams, and CRM systems.
- It analyzes incoming cases, summarizes context, suggests solutions from historical data, transcribes calls, and automates routine support tasks.
- Autonomous agents in Dynamics 365 further enhance self-service and case workflows.
- Average handle time for chat cases fell 12-16%.
- Service reps handled 9-13% more cases.
- Peer assistance requests dropped 13%.
Architecture
Microsoft Copilot is natively embedded in Dynamics 365 Customer Service and integrated with Outlook, Teams, and CRM systems to summarize cases, recommend next steps, transcribe calls, and automate ticket categorization, documentation, and follow-up scheduling.
Sources & evidence1
Evidence: Low35/100Evidence strength
- Customer explicitly identified
- Quantified outcome available
- Technical implementation details available
Type: Blog PostPublished: Jul 5, 2024Publisher: Microsoft PulseEvidence: VendorConfidence: Medium
AI-generated summary. Verify important details with the linked sources before relying on this case.
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