Microsoft Copilot and RSM: AI in action

Putting AI-enabled business processes to work for a better digital customer experience

Nov 14, 2023
Artificial intelligence Microsoft

At the 2023 Microsoft Ignite conference, Microsoft shared the results of our co-developed pilot using Microsoft Copilot for Service and Microsoft Copilot Studio to create practical, AI-driven improvements to the RSM managed services experience. Using these AI-enabled tools, our team is creating faster access to service resolution for more than 8,000 customers worldwide.

As a digital firm, we need to be at the forefront of AI—for both our firm and our clients. 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.
Sergio de la Fe, enterprise digital leader, RSM

In this pilot, we 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. Our team expects to further enhance results as Microsoft Copilot for Service learns from agent feedback to continually improve its recommendations over time.

Let our team tell you more:

Want to learn more about how our Microsoft advisors use AI and Microsoft’s Power Platform to deliver results for business?