Microsoft Copilot Services - Copilot for Customer Service

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Copilot for Customer Service enhances case management, agent productivity, and customer satisfaction with AI-driven prompts and contextual support.

It is designed for contact centres, service desks, and organisations with customer support operations that want to boost efficiency and consistency while maintaining compliance.

• AI-powered assistance for service agents in Dynamics 365 and Teams
• Faster case resolution and reduced average handling times
• Integrated with knowledge bases and customer histories
• Modular rollout from pilot to enterprise contact centres
• Secure, compliant, and industry-aligned deployment

Transform customer experiences with AI. LW IT Solutions deploys Copilot for Customer Service to improve case resolution, reduce handling times, and boost satisfaction.

We configure Copilot deployments with DLP, retention, and sensitivity labelling to ensure customer data is secure. Compliance alignment with GDPR, ISO 27001, PCI DSS, and industry-specific requirements is included in delivery.

• Reduce case resolution times by 20–40%
• Increase first-contact resolution with contextual AI prompts
• Improve agent onboarding and training with embedded guidance
• Enhance customer satisfaction scores with faster, more consistent service
• Optimise knowledge base usage with AI-surfaced answers

• Service readiness and licensing assessment
• Copilot integration into Dynamics 365 Customer Service and Teams
• Knowledge base and CRM integration for contextual AI responses
• Role-specific prompt libraries for agents, supervisors, and managers
• Training packs and adoption comms for service teams
• Customer service dashboards for success tracking
• Scaling and governance runbook

1. Readiness & Planning – confirm licensing, assess   CRM/knowledge base, design pilot scope
2. Pilot Deployment – configure Copilot for a group of agents, deliver training, measure efficiency improvements
3. Scale Rollout – expand to all service teams, refine prompts, embed dashboards
4. Operate – ongoing support, prompt library updates, roadmap alignment

• Starter Pilot - 25–50 agents, basic CRM/knowledge base integration, success review
• Scale Program - 200+ agents, advanced prompt libraries, adoption program
• Enterprise Rollout - multi-contact centre deployment,  industry compliance, advanced automation
• Operate - monthly prompt updates, new use cases, support health checks