Solution Telecom
Microsoft Copilot for Customer Service
Give contact-center agents a copilot that drafts responses, surfaces knowledge and summarizes cases in real time.
-30%Typical average handle time
ConsistentGrounded, on-brand responses
AutomaticCase summarization at wrap-up
Typical outcomes for this kind of engagement. Results depend on your data and starting point.
THE CHALLENGE
Contact center agents work across several systems at once (CRM, billing, provisioning, knowledge base) assembling context manually while the customer waits.
- Agents assembling context across CRM, billing, provisioning and knowledge systems
- Long handle times driven by system switching rather than problem difficulty
- Answer quality varying with agent tenure and experience
OUR APPROACH
CloudGate deploys Microsoft Copilot for Service grounded in your knowledge base and CRM, drafting responses, surfacing the relevant knowledge article and summarizing the case in real time inside the agent's existing workspace.
- Copilot for Service grounded in the knowledge base and CRM data
- Real-time response drafting and knowledge surfacing inside the agent workspace
- Automatic case summarization and wrap-up note generation
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