Microsoft HR speeds case throughput 20% with Copilot in Dynamics 365 Customer Service
Many organizations struggle to scale support operations without slowing down service. Microsoft's internal HR team faced the same challenge and turned to Microsoft Copilot in Dynamics 365 Customer Service. The result: a 20% increase in case throughput, faster onboarding for support agents, and smarter routing of inquiries. This customer story showcases how generative AI is improving both employee experience and operational efficiency. Read and share the article with your team to see how Copilot could improve their own service processes. Connect with MIS Solutions for help implementing Copilot.
How has Microsoft HR improved case management?
Microsoft HR has adopted Copilot in Dynamics 365 Customer Service to modernize HR support and streamline case management. This transition has led to a 20% increase in case throughput, allowing HR advisors to handle inquiries more efficiently and enabling employees to resolve issues independently.
What benefits does Copilot offer to HR Advisors?
Copilot provides HR Advisors with AI-powered case summaries, automated email drafting, and knowledge assistance. This results in faster, more personalized responses to employee inquiries, increasing efficiency and satisfaction among users, with a reported 16% boost in satisfaction for those using Copilot frequently.
What is the adoption rate of Dynamics 365 at Microsoft?
The adoption rates for Dynamics 365 are notable, with a monthly active user rate of 72% and a daily active user rate of 47%. This includes users who have not been actively onboarded to Copilot, indicating a strong engagement with the platform across the HR organization.
Microsoft HR speeds case throughput 20% with Copilot in Dynamics 365 Customer Service
published by MIS Solutions
Established in 1999 in Boston, MA, MIS Solutions is a technology consulting firm that modernizes data centers and enables Cloud for its customers. Cloud is NOT technology. Cloud is a framework that leverages technology to deliver business value and reduce operation overhead. Cloud can either be a lifestyle or a use-case. MIS Solutions understands that there is people and process that come before technology. In the beginning, services centered around infrastructure services (compute, virtualization, storage, backup and replication). Today, MIS Solutions provides Cloud services. Our focus starts with Amazon Web Services (AWS), bleeds into Microsoft Azure and ends with Google Cloud Platform (GCP). Please feel free to reach out to us at info@misfirm.com.
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