Pilot shows an increase in productivity and enhancement in customer service
RSM US LLP, the leading provider of assurance, tax and consulting services for the middle market, highlighted its use of Microsoft Copilot for Service to enable business processes and enhance customer service at the Microsoft Ignite Conference.
“Six months ago, we launched a pilot focused on leveraging Microsoft Copilot for Service and Microsoft Copilot Studio, which provides a framework to build AI-enabled business processes,” said Christian Hutter, RSM’s Microsoft practice leader. “We have been working to execute against use cases for our own business with a focus on practical AI, and we are thrilled to now be in a position to bring this productivity enhancing technology to help clients implement AI for their businesses.”
At Microsoft’s Ignite Conference, RSM showcased how it integrated Microsoft Copilot for Service into its DASH managed services platform and knowledge base to empower its agents and enhance the value it provides to its more than 8,000 managed services customers. In its pilot, RSM saw a significant reduction in research time for agents, an increased ability to resolve issues on the first touch of a case and reduced onboarding time for new support agents. The firm expects this to be further enhanced as Microsoft Copilot for Service learns from agent feedback to continually improve its recommendations over time.
Amid the many promises of AI, RSM is focused on working with our clients to create practical solutions to increase efficiency and enhance customer experiences. Microsoft Copilot enables RSM to embed useful AI solutions into its own business and create solutions for clients—making AI a reality for the everyday user.
“As a digital firm, we need to be at the forefront of AI—for both our firm and our clients,” said Enterprise Digital Leader Sergio de la Fe. “The success of our own pilot is already showing promise to provide benefits for our firm and our clients, including helping us hone our policies and processes that govern the use of AI in our business. I am looking forward to infusing AI into additional RSM business solutions while simultaneously working with our clients to enable their business processes.”
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