Lenovo Digital Workplace Solutions

Meet Michelle. She is acustomer service agent.

A day in the lifeof a customer
service agent

24/7

Michelle works at the call center and is first point of contact
for customers. From answering calls and responding to emails,L
to using the customer management system to document
interactions, she’s responsible for handling enquiries, resolving
issues, and providing top-notch service.
Find out how AI is helping her to eliminate tedious tasks
so that she can concentrate on ensuring every interaction leaves
a positive impression for customers.

8:00 AM

9:00 AM

Prepping for the day

Enquiries start coming inMichelle asks Copilot in Outlook to summarize
the messages she received in her inbox andhighlight any urgent ones that she mightneed to attend to. Copilot informs herthat there are slight tweaks to theprocess for escalating issues.

As Michelle attends to customer
enquiries, Copilot in Customer Service
provides her with real-time assistance.
It offers answers by drawing fromknowledge sources her organization
has made available.

10:15 AMA follow-up enquiry from customerMichelle receives an urgent case via email. She prompts Copilot
in Outlook to help her understand the history of the case.
Based on the summary, she asks Copilot to draft a responseand offer the best resolution for the customer.

Interview Questions

11:00 AM

1:00 PM

Escalating the issue

Attending to enquiries on the chatbot

Michelle decides to escalate the case to another team.
She asks Copilot in Outlook to summarize the casehistory and attach any relevant data that the otherteam might require to take over the issue.

Michelle receives some customer enquiries about
new products. Copilot in Customer Service helps
Michelle to generate live conversation responses.
This enables her to handle more cases in less time.

3:00 PM
Meeting with the teamInterview Questions

In this weekly catchup, Michelle and her
teammates discuss and exchange insights
on unique customer cases they encountered.
Copilot in Teams summarizes the discussions
in real-time and sends a brief report to all
attendees after the meeting.

4:00 PM

5:00 PM

Analyzing performance data

Post-shift report

Nearing the end of the workday, Michelle uses Copilot reportin Customer Service to retrieve a summary of how junior agentsare handling customer enquiries on the new products. She also scansthrough her team's feedback on Copilot's suggestions.

Before she heads off, Michelle asks Copilot reportin Customer Service to put together custom metricsof the day’s work. Then, she asks Copilot in Outlook
to draft a simple email and sends the report to her
manager as an attachment.

Customer report

Compose a short and friendly email|Compose a short email|24/712%less time spentby agents who use Copilot
in Dynamics 365 Customer
Service to resolve a case1

1

Find out how Michelle
handled cases efficientlyand resolved issues fasterwith Copilot for Microsoft 365from Lenovo

What can Copilot’s earliest users teach us about Generative AI at work?

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