Agents using Copilot Studio

Contact Center Modernization using Voice Enabled Copilots: 

Voice-enabled copilots represent the next frontier in AI assistance, offering a seamless and intuitive interaction experience. By integrating voice recognition technology, these copilots empower users to interact with them naturally, using spoken commands and inquiries. This hands-free approach enables users to access information, execute tasks, and navigate complex processes with ease, simply by speaking. Voice-enabled copilots leverage sophisticated natural language processing algorithms and large language models to understand and interpret user queries accurately, delivering prompt and relevant responses. 

Contact centers are inundated with a high volume of calls, predominantly for routine service requests like address updates, claim statuses, and policy document queries. However, the current IVR-based menu system offers fixed options, resulting in a low containment rate and numerous opportunities for enhancement. Limited natural language understanding and multilingual support result in most calls are being redirected to human agents, particularly during peak hours, causing long wait times, and potential business losses. Training agents in multiple skills increases operational costs, while rising customer queries and limited omnichannel capabilities add to the challenges. 

To address these challenges, by integrating the Generative AI and voice-enabled copilots in the contact center platforms, customer calls are routed to voice enabled copilots. These copilots are linked with various systems such as CRM and knowledge bases, efficiently handles calls, thereby increasing containment rates. Should the voice bot encounter transactions it cannot manage, calls are seamlessly escalated to human agents. Moreover, when calls are routed to agents, the Azure Open AI-enabled Agent Assist copilots help agents in enhancing their efficiency. 

Copilot Agents significantly minimize the time financial advisors spend on routine tasks, enabling them to concentrate on high-value activities like client interactions and strategic planning. This allows advisors to dedicate more time to value-added investment advisory rather than transactional customer service.  

Copilot Agent using Retrieval-Augmented Generation in Copilots (RAG):  

A Copilot Agent can use RAG to retrieve information from Organization data to provide accurate and contextually relevant responses to the queries. RAG grounds the responses using authoritative knowledge base and provides the meaningful responses.  

An Insurance Underwriter can leverage a Copilot Agent to analyze complex submission documents in the underwriting process, answer questions on claims history, research various data sources and insights to identify potential risks or risk trends to make policy pricing and other informed decisions. Copilot Agent provides real time recommendations and actions for underwrites by analyzing available data points from various internal and external data sources and helps in the negotiation with prospects. 

Copilots with Agent Capabilities: 

Copilots are capable of functioning as independent agents—ones triggered not solely by conversation, but also by events. They possess the ability to automate and manage intricate, prolonged business processes with increased autonomy and reduced human intervention. 

Consider, for example, the potential of a copilot capable of responding upon the arrival of an email. It can swiftly retrieve sender details, analyse past communications, and utilize Generative AI to initiate the appropriate sequence of actions in response. From discerning the email's intent, to retrieving sender information and history, addressing sender inquiries, and executing necessary actions to resolve an issue—effectively overseeing and guiding an entire process spanning days. 

With these advanced capabilities, copilots are transitioning from mere collaborators to autonomous agents. They can be tailored to fulfil specific roles or functions, spanning across various industries such as IT, marketing, sales, retail, and financial services. 

Customer Request Automation – SAAS Integration 

Request process can be automated using a copilot agents developed using Microsoft Copilot Studio. Conversational assistant leverages Generative AI to drive dynamic conversations, and dynamically generates responses based on the questions posed by the end user.  

Imagine a user who wants to submit a request in ServiceNow. In general, users log in to Service Now, identifies the relevant form, and manually fill in various fields such as the requester, application, and other required details and finally submits the form. 

Now, with Copilot Studio’s AI assistant integrated with ServiceNow, the process becomes more streamlined. Users can interact with the Copilot integrated with Service Now which identifies the relevant Service Now request form, captures required information and submits the request based on the user’s conversation. The UI provides an intuitive experience, and the bot can be deployed across multiple channels, including Teams and the customer web.