Responding quickly and accurately to customer inquiries is crucial for satisfaction. Traditionally, crafting personalized replies is time-consuming—but with Copilot’s Inline Assistance, agents can generate contextual email drafts instantly, saving time and ensuring quality.
Example Scenario
A customer, Mike, has reported a connectivity issue with a SmartHome Thermostat (Case #45678). The agent can use the Copilot draft field with a prompt like:
Prompt:
"Generate a professional email for customer Mike regarding case #45678 about a SmartHome Thermostat that has connectivity issues. Mention that the issue is under investigation, and we’ll provide an update within 24 hours. Thank him for his understanding and patience."
Best Practices for Prompts:
Include customer name
Add case number or ID
Brief issue summary
Specify actions or next steps
Define the tone (e.g., formal, friendly, empathetic)
This helps Copilot generate accurate, personalized content quickly—making agents more efficient and customers happier.
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