Using Copilot in Information Technology

How Copilot can average support ticket resolution time

Imagine a scenario where customer inquiries are addressed swiftly, issues are resolved proactively, and your support team operates like a well-oiled machine. By leveraging Copilot’s intelligent insights and gained efficiency, you’ll be able to enhance customer satisfaction and optimize your team’s productivity and resource allocation.

Increase support communications and follow up efficiency:

• Have Copilot assist with emails inbound and outbound emails
• Draft email comms and announcements with Copilot
• Generate meeting notes and follow up items

Improve quality of support materials:

• Improve awareness and educational materials
• Improve quality of emails and chats
• Use Copilot to draft training guides
• Use Copilot to enhance employee handbooks
• Gets answer fast by searching internal sites and documents

Roles

• IT Service Desk Analyst
• Service Desk Manager
• Knowledge Base Curator
• Project Manager
• IT Manager

Microsoft AI solutions

• Copilot for Microsoft 365
• Microsoft Copilot
• Microsoft Copilot Studio

How Copilot can customer satisfaction score (nps)

NPS is a commonly used metric in IT that indicates how satisfied employees are with IT services. Microsoft Copilot can improve customer satisfaction by providing real-time AI assistance for faster issue resolution, generating personalized email responses, analyzing customer feedback, and allowing agents to focus on delivering high-quality service.

Incorporate feedback:

• Rapidly analyze customer feedback
• Quickly create recommendations
• Swiftly update scripts and processes
• Create communications to socialize the changes

Enhance customer loyalty:

• Better understand customers
• Resolve issues on the first call
• Limit the need for escalations
• Anticipate emerging trends

Roles

• Service Desk Manager
• Customer Service Manager
• Customer Service Agent

Microsoft AI solutions

• Copilot for Microsoft 365
• Copilot for Service
• Microsoft Copilot Studio

How Copilot can it budget variance

Budget variance refers to the differences between the figures you projected in your budget and your business’s actual performance. A favorable variance would men you spent less than the allocated budget. This metric can be calculated as the actual spend minus the budgeted spend.

Create internal feedback loop to identify cost saving areas:

• Draft employee surveys focused on the value of resources utilized and ideas for cost savings
• Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

Improve employee efficiency and productivity:

• Have Copilot assist with emails and document drafts
• Save time on administrative activities such as generating meeting notes and follow up items

Roles

• CFO
• Product Manager
• IT Director
• Finance Analyst
• Procurement Specialist

Microsoft AI solutions

• Copilot for Microsoft 365
• Copilot for Finance

How Copilot can it outsourcing costs

Whether it’s trimming operational expenses, streamlining processes, or maximizing the value of investments, cost reduction directly impacts profitability, competitiveness, and long-term sustainability. By strategically managing costs, businesses can allocate resources more efficiently, enhance financial stability, and remain agile in an ever-evolving market.

Create internal feedback loop to identify cost saving areas:

• Draft employee surveys focused value of resources utilized and ideas for cost savings
• Analyze surveys to gain valuable insights into what makes employees happy or areas that need improvement within the organization

Improve employee efficiency and productivity:

• Have Copilot assist with emails and document drafts
• Save time on administrative activities such as generating meeting notes and follow up items

Roles

• Chief Information Officer
• IT Manager
• Procurement Specialist
• IT Operations team

Microsoft AI solutions

• Copilot for Microsoft 365
• Microsoft Copilot

How Copilot can product adoption rate

Product adoption rate is the percentage of users who have adopted a new app over time. This metric helps you to see if you are meeting employee needs and if your onboarding process is assisting the users in discovering and getting value from your product. This metric can be calculated as new active users/total users over some period.

Create onboarding materials:

• Use Copilot to draft training guides
• Use Copilot to enhance employee handbooks
• Generate news and announcements

Respond to user inquiries:

• Respond quickly to emails
• Gets answers fast by searching
  internal sites and documents
• Custom Support Chatbots (Built with Copilot Studio)

Roles

• Product Manager
• Success Specialist
• Support Agent

Microsoft AI solutions

• Copilot for Microsoft 365
• Microsoft Copilot
• Microsoft Copilot Studio

How Copilot can service outage response

During a service outage, seamlessly responding to users while fixing the service is key as the app downtime can lead to lost productivity. Copilot for Microsoft 365 helps your team provide efficient and professional outreach employees as you work to get your services back up and running and maximizing user satisfaction. Service availability can be measured as (expected availability minus downtime) divided by expected service availability.

Respond to user complaint or inquiry:

• Respond quickly to inbound emails
• Access customer records for improved support
• Gets answer fast by searching internal sites and documents

Speed up internal communications:

• Draft emails with Copilot
• Draft email comms and announcements with Copilot

Save time on administrative activities:

• Generate meeting notes and follow up items

Roles

• Support Specialist
• Project Manager
• Network Engineer
• Developer
• Incident Response Team
• Product Manager
• Cloud Architect

Microsoft AI solutions

• Copilot for Microsoft 365
• Microsoft Copilot
• Microsoft Copilot Studio

How Copilot can usage rate

Usage rate is a metric used to measure the total number of unique users who interacted with an application over a specific period. It is often calculated for a day, week, or month. A high usage rate indicated high engagement and measure usage over time can be used for to determine user retention. This metric can be calculated as the number of unique users in a given time period.

Create onboarding materials:

• Use Copilot to draft training guides
• Use Copilot to enhance employee handbooks
• Generate news and announcements

Product feedback and updates:

• Draft employee surveys focused on the value of resources utilized and ideas for updates
• Research ideas for product improvements
• Manage update processes

Roles

• Support Specialist
• Project Manager

Microsoft AI solutions

• Copilot for Microsoft 365