Access the Customer Survey Enhanced by Microsoft Copilot Studio
Introduction to Copilot Studio’s Customer Feedback Survey
We are pleased to share the exciting introduction of the Copilot Studio-driven customer feedback survey feature in the Dynamics 365 Contact Center, currently available in preview. This new tool enables contact center managers to respond dynamically to customer feedback with greater efficiency.
The Shift in Customer Feedback Management
Historically, reacting to customer feedback could be a slow process for management, often requiring the use of multiple tools to gather insights from various channels. With the advancements in AI technology, we are redefining customer feedback management through Dynamics 365. This approach allows for real-time, automated responses that can be more personalized, which helps businesses maximize their value.
Key Features of the Customer Feedback Survey
Using this new Copilot Studio feature, contact center managers can harness the generative AI capabilities of Copilot Studio bots. This streamlining allows for easier configuration of surveys across different communication channels. Managers gain a comprehensive view of customer feedback, ensuring they can make informed decisions while still customizing the process to meet specific business needs.
Create Personalized Surveys
In Dynamics 365, users can effortlessly create survey bots from a blank template or choose from three established survey metrics:
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
Once a survey bot is set up, users can open it in Copilot Studio for further customization. This includes adding specific questions, employing Power Automate to trigger workflows based on customer responses, and tailoring the bot to fit their business requirements. Once published, these bots are compatible across different platforms, including voice, live chat, and social media, leading to a unified survey process.
Real-World Application of Copilot Surveys
To illustrate the practical use of this new feature, consider Contoso Bank, which prioritizes customer feedback highly. The bank is particularly interested in the Net Promoter Score (NPS) as it measures customer loyalty. By utilizing the Copilot-powered customer feedback survey, Contoso Bank quickly launched an NPS survey bot via the Dynamics 365 Contact Center admin center, deploying it across all available customer interaction channels.
In Copilot Studio, they customized the bot to trigger a Power Automate flow that creates a follow-up case if a customer gives a score less than 5. This bot engages customers at the end of their calls or conversations to collect feedback effectively. When the NPS score falls below the threshold, the system promptly initiates a follow-up to address any potential dissatisfaction, enhancing the bank’s overall customer satisfaction and loyalty.
Benefits of Real-Time Feedback
In a landscape where understanding customer sentiments is vital, this new feature transforms how businesses interact with their clients. Quick access to customer feedback means companies can remain agile and responsive to their customers’ needs, promoting greater levels of satisfaction and engagement.
Additional Resources
For those looking to learn more about how to enable and utilize the Copilot-powered survey feature in Dynamics 365, visit the official documentation for detailed instructions and guidance. This resource is invaluable for maximizing the benefit of the new customer feedback tools available in the Dynamics 365 Contact Center.
(For more details, refer to: Microsoft Documentation)
