Financial Services scenario: Banking financial advisory support system

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Available with: Microsoft 365 Copilot and Copilot Studio Scenario level:
Extend

KPIs impacted

Client retention

Value benefit

Revenue growth

Cost savings

Using Copilot to support financial advisors


1. Summarize customer support issues

Prompt Copilot to compile a table of high-priority customer issues from yesterday, sorted by severity and potential financial impact. Copilot pulls data from your CRM ticketing solution.

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Copilot Studio Agent

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Copilot Studio

Benefit: Prioritize customer issues from a given time period.

2. Resolve complex customer issues

Ask Copilot for the protocol to address the disputed transaction. Copilot provides a suggestion based on internal documents. Prompt Copilot to draft a message to address the disputed item.

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Business Chat2

Benefit: Quickly address high-priority issues by asking Copilot to find the right protocol based on internal company documents.

3. Prepare for department meeting

Prompt Copilot to analyze the most common customer inquiries over specified time frame and identify potential process improvements to share in weekly meeting.

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Copilot Studio Agent

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Copilot Studio

Benefit: Prepare for a weekly department meeting with a summary and actionable insights that can be shared in the meeting invite.

4. Identify potential training needs

Prompt Copilot to suggest training modules. Copilot suggests relevant modules with links to specific courses.

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Business Chat2

Benefit: Mitigate customer issues by using Copilot to identify relevant training modules.

5. Review quality assurance data

Prompt Copilot to analyze the sentiment of customer interactions for this week. Copilot surfaces a sentiment analysis dashboard from Power BI.

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Business Chat2

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Copilot in Power BI

Benefit: Ensure quality assurance by understanding customer sentiment.

6. Support Center response plans

Ask Copilot to draft a response plan and customer notification protocol that can be used in a data breech situation.

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Business Chat1

Benefit: Prepare a plan for an upcoming crisis situation so the team can communicate professionally and calmly with customers.

1Access Copilot at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.

2Access Business Chat at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”.

3Copilot agents allow Microsoft 365 Copilot to access your company-specific apps. In the past, this would have required an API call to get data from a system of record. The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.