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 Gravity Computers Inc. 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 Gravity Computers Inc.
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Gravity Computers is an award winning IT Service company. Our past awards and achievements include Consumer Choice Award (in two consecutive years), BIV Fastest Growing Companies (2 years), A+ Rating with the BBB, and lots of Microsoft certifications along our 17 year history. We are Canadian and provide service throughout North America with the majority of our clients in Vancouver, BC, and the Lower Mainland.
Our boutique-like service supports Small and Medium Businesses from 1 to 150 users with the majority of our clients in the the middle range. We help with all aspects of IT from planning, deployment, programming, web development, server management, desktop helpdesk support and more.
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