AI Copilot Configuration for a Renewable Energy Company
About Our Customer
The Customer is a US-based provider of renewable energy solutions.
Need to Configure an AI Assistant to Automate Help Desk Agents’ Tasks
In a previous project, ScienceSoft assisted the Customer in implementing an internal help desk solution based on Microsoft Dynamics 365 Customer Service. The Customer’s software subscription covers an AI-powered assistant (Microsoft Dynamics 365 Copilot), so the Customer requested ScienceSoft to configure the Copilot to support the organization’s internal processes.
Configuring Microsoft Dynamics 365 Copilot and Providing a Detailed User Guide
ScienceSoft activated the built-in AI assistant and configured it according to the Customer’s internal knowledge base and help desk agent workflows. We created a detailed user guide with screenshots and examples to help the Customer independently change copilot configurations and shorten the learning curve for the employees. ScienceSoft also arranged an online meeting during which our expert demonstrated the AI assistant’s capabilities and configuration flows.
The Copilot configured by ScienceSoft can do the following:
Provide answers to agents’ questions
The Copilot generates answers based on the Customer’s internal knowledge base articles. Agents can then ask follow-up questions and request the copilot to improve the responses (e.g., summarize long text or expand short answers). The AI pane features buttons for copying the reply, sending it directly to the employee who requested support, and checking the sources the response is based on.
In case of future software evolution or expansion, ScienceSoft also provided instructions for integrating the Copilot with external data sources.
Draft emails
When an agent starts an email, the Copilot opens in the right-side panel and offers five types of emails to be drafted (e.g., suggest a call, resolve the problem). Agents can also describe a specific type of email they want the Copilot to generate.
Summarize cases
The case summary generated by the Copilot appears in the case management form. Using ScienceSoft’s guide, agents can remove emails that the Copilot shouldn’t use during case summarization (e.g., no-reply emails).
Microsoft Dynamics 365 Copilot Configured in 2 Days
The Customer received a fully ready-to-use AI-powered virtual assistant for Microsoft Dynamics 365 Customer Service in just two days. ScienceSoft configured the Copilot according to the Customer’s internal needs, created a detailed user guide, and held a demo call with the Customer’s IT team.
The assistant can answer agents’ questions, draft emails, and summarize case management history. It will let the Customer decrease ticket resolution time by automating repeated tasks and increase support service quality thanks to relevant resolution prompts.
Technologies and Tools
Dynamics 365 Customer Service, Microsoft Copilot Studio.
