RSM boosts customer service agent productivity with AI-driven support

RSM, a professional services firm, acted as an early adopter of Microsoft Dynamics 365 Copilot in Customer Service. Facing the need to improve agent productivity and deliver quicker, more accurate customer support, RSM leveraged the Copilot AI features—including natural language Q&A, suggested email replies, and multi-source knowledge integration—to automate data retrieval and response. With Copilot integrated into Dynamics 365 during its public preview, RSM's agents could use natural language to get answers to customer questions, retrieve relevant knowledge from both internal and external sources, and speed up email composition and chat responses. The solution provided contextual, AI-generated suggestions, minimizing the time agents spent searching for information and improving overall customer interactions. Results included faster customer response times, improved first contact resolution, and a significant reduction in manual data gathering, signaling a substantial productivity increase in customer service.