Today, organizations are looking for more efficient ways to provide customer service solutions to their clients. Customers want faster and more accurate self-service support options, while businesses seek to satisfy their customers with quicker and higher-quality service. The intersection of these needs can be addressed with Microsoft Copilot Studio. Microsoft Copilot Studio offers businesses a way to create a library of the easiest questions to answer and provide a user experience that helps customers retrieve this information through quick and simple queries using custom agents. Microsoft Copilot Studio is easy to use for non-technical users to quickly write and extend. It appeals to customers who are used to searching for answers to their questions on the internet.

An agent is a form of AI that simulates a human conversation through a chat interface. Agents listen for keywords and phrases related to the library of known common issues (topics) stored in the agent, and they return responses quickly and iteratively as the customer continues the conversation. The agent keeps checking whether the customer’s question has been resolved, then refines its selection of topics to solve the customer’s problem.

Adopting agents in your organization’s service structure offers many benefits, including:

• Reduction of assisted support requests – Customers don’t always need to contact agent creators for answers. Simple or common issues can be resolved by displaying topics, knowledge base articles, or FAQ pages.
• Seamless integrations with other systems – Integrations with customer relationship management systems allow organizations to include relevant and personal information in conversations when necessary. They also enable transferring a conversation, with its details, to an agent creator if needed.
• Task automation – Follow-up functions and actions, such as scheduling meetings, assigning cases, sending follow-up emails, surveys, and more, can be initiated from the agent. With Microsoft Power Automate, custom workflows and automated actions can be configured so the agent can execute, with the customer’s permission, automation to resolve the customer’s issue.
• Generative responses – Generative AI can be used to create more personalized and conversational interactions. Data sources for generative AI include public websites, internal SharePoint sites, documents, Azure OpenAI, and more.

Overview of agent creation

Microsoft Copilot Studio enables your teams to create agents through a guided, no-code graphical interface. This feature allows you to benefit from agents without relying on data scientists or developers. It helps solve many current challenges related to agent creation. You can eliminate the gap between business experts and development teams building the agents, including the latency between recognizing an issue and updating the agent to address it. Microsoft Copilot Studio also removes the complexity of exposing teams to the subtleties of conversational AI and the need to write complex code.

Using Microsoft Copilot Studio helps your organization to:

• Empower your teams – Your teams can create agents without intermediaries, coding, or AI expertise.
• Reduce costs – You can automate common requests, freeing up time to handle more complex issues.
• Improve customer satisfaction – Customers have access to a self-service solution available continuously to resolve their issues through complete and personalized conversations with agents.

A key advantage of Microsoft Copilot Studio is its ease of deployment. In just a few clicks, you can sign up, create an agent, and integrate it into your organization’s website. Microsoft’s conversational AI capabilities allow customers to have complete, multi-turn conversations where they are guided to the appropriate solution. By providing a few examples of the topic you want the agent to handle, you can build the conversation, and your agent is ready to manage customer requests. For example, imagine your organization has analyzed its incoming support topics and identified that a large portion of customer issues concerns opening hours and shipping problems. In this case, you could create an agent around these topics, helping the customer quickly get answers without initiating a request to an agent creator.

Agents can converse with your customers and can also be designed to act on their behalf. Agents can be integrated with ready-to-use network services and systems or through hundreds of custom connectors you can add using Power Automate. For example, if a customer makes a request that the agent is not equipped to handle, the agent can escalate the conversation and transfer it, with its details, to a human agent. This process ensures that the human agent has the necessary information and context to avoid asking the customer for details again. Additionally, Microsoft Copilot Studio and Power Automate can be orchestrated to execute IoT commands on the customer’s device, with their permission, via the virtual agent.

Responsible AI FAQ for the solution

The Responsible AI FAQs are part of a broader effort to put Microsoft’s AI principles into practice. They aim to provide information about how AI technology works, decisions that can affect its performance and behavior, and the importance of considering the entire system, including technology, people, and environment. We recommend using these FAQs to deepen your understanding of specific AI systems and features developed by Microsoft.

To learn more about AI capabilities and the impact of specific features of this solution, see the FAQ for Microsoft Copilot Studio.

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