Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

 

Hello Zoho Desk users,

 

We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote session at the M365 Build event, 2023.

 

With the addition of the LLM (Large Language Models) on the M365 platform, customer service teams will now have improved ticketing experiences as well as efficient resolution.

This will help agents analyse issues quickly, enable smooth resolution and enhance customer experiences in a systematic manner.

Image source: Microsoft blog

 Some of the key features include:  

• Search Ticket, Accounts & Contacts: Users can easily search for specific tickets, customer accounts, and contacts within the M365 Platform.  

• Create Ticket: The generative LLM technology assists in generating content for creating new support tickets, making the process more efficient and accurate.  

• Module-level Actions: The integration supports various actions at the module level.   
  

• For tickets, users can perform actions such as sending a reply, adding comments, assigning an owner, updating the status, and creating new tickets.   

• Similarly, for contacts, actions include viewing contact details and adding comments.   

• For accounts, users can view account information, add comments, and add new contacts.  

 

This collaboration of M365 and Zoho Desk aims to create efficient work experiences for the customer service teams and offer enhanced service experiences for the customers.

For any clarifications regarding this partnership, you can write to us at support@zohodesk.com or comment on this forum post and we'll have your doubts clarified. 

You can further read about this partnership in Microsoft blog

• Topic Participants

• Sangeeta Priyadarshini

  

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