Autonomous customer service request management with Copilot

ABSTRACT

Customers expect immediate, personalized support across every channel. However, the growing volume of service requests makes it increasingly difficult to maintain fast response times without increasing operational costs.

With Microsoft Dynamics 365 Customer Service, Copilot, and the specialized expertise of Atlantic Technologies, organizations can automate the management of the most common customer inquiries, providing continuous support while involving service agents only when specialized expertise or higher-value intervention is required.

With Microsoft Copilot for Dynamics 365 Customer Service and the specialized expertise of Atlantic Technologies, organizations can automate the management of customer service requests.

Copilot can:

• Understand natural language and identify customer intent
• Deliver consistent conversations across multiple digital channels
• Access enterprise knowledge bases to provide contextualized responses
• Automatically collect the information required to manage cases
• Independently resolve standard and repetitive requests
• Create, update, and classify tickets within the Customer Service platform

When human intervention is required, the AI seamlessly transfers the conversation to an agent, providing the complete context, interaction history, and all information already collected.