Analyze the impact of AI-enhanced customer service with Copilot analytics 

Copilot AI is reshaping customer service just like it’s changing every other aspect of business operations. Before now, customer service managers had no way to gauge the results of their efforts to incorporate AI in their practices. Copilot analytics in Dynamics 365 Customer Service fills that gap, offering deep insights into the operational impact of an organization’s investment in AI-enhanced customer service.

Key metrics and insights

To view Copilot analytics, go to Customer Service historical analytics and select the Copilot tab. Here, comprehensive metrics and insights provide a holistic perspective on the value that Copilot adds to your customer service operations. 

Usage metrics

• Daily Active Users: The number of individual agents who engaged with Copilot at least once in a day over the specified date range
• Total Copilot AI Responses: The aggregate number of responses that Copilot provided in a day over the specified date range
• Number of Responses Used: The number of Copilot responses from which an agent copied text
• Percentage of Copilot AI Responses Used: The proportion of Copilot responses from which agents copied text 

Productivity metrics: Cases 

• Total Cases Resolved: The aggregate number of cases that agents resolved while Copilot was available 
• Number of Cases Resolved Using Copilot AI: The number of cases that agents resolved with Copilot’s help 
• Percentage of Cases Resolved Using Copilot AI: The proportion of cases that agents resolved with Copilot’s help 
• Average Days to Close for Cases: The average number of days it took agents to resolve cases, with and without Copilot’s help 
• Case Throughput: The average number of cases that agents resolved per day, with and without Copilot’s help 

Productivity metrics: Conversations 

• Total Conversations: The aggregate number of agent-customer interactions that involved Copilot 
• Number of Conversations Using Copilot AI: The number of completed conversations in which Copilot played a role 
• Percentage of Conversations Using Copilot AI: The proportion of conversations in which Copilot played a role 
• Average Conversation Handle Time: The average duration of conversations in which Copilot played a role 
• Conversation Throughput: The average number of completed conversations (excluding emails and voice interactions) per day in which Copilot played a role 

Satisfaction metrics 

Agent Ratings: Agents’ ratings of Copilot’s responses, both positive and negative 

The potential of Copilot analytics 

Copilot analytics gives leaders of organizations that use Dynamics 365 Customer Service a comprehensive toolset to assess the impact of Copilot on their customer support functions. By analyzing key metrics, supervisors and managers can make informed decisions, optimize processes, and elevate levels of customer satisfaction. 

It’s important to recognize that Copilot analytics is a transformative asset for customer service organizations. As you explore its capabilities, you’ll find that its insights have the potential to drive improvements in the productivity of your customer service teams. 

AI solutions built responsibly 

Enterprise grade data privacy at its core. Azure OpenAI offers a range of privacy features, including data encryption and secure storage. It allows users to control access to their data and provides detailed auditing and monitoring capabilities. Copilot is built on Azure OpenAI, so enterprises can rest assured that it offers the same level of data privacy and protection. 

Responsible AI by design. We are committed to creating responsible AI by design. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society. 

Learn more about Copilot analytics

Watch a video to learn how copilot AI searches company knowledge sources and generates optimized responses in a single click. 

Read the documentation:  

• View analytics for Copilot impact (preview) | Microsoft Learn 

• Supported regions and languages, and service limits for analytics and insights | Microsoft Learn

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