Customer Feedback → Copilot Sentiment Analysis → Priority Support Queue
Automatically analyze customer support tickets using Microsoft Copilot to assess urgency and sentiment, then route high-priority issues to appropriate support agents.
Workflow Steps
ServiceNow
Capture incoming support tickets
Configure ServiceNow to automatically collect all customer support requests from email, web forms, and chat channels. Extract ticket content, customer information, and initial categorization.
Microsoft Copilot
Analyze sentiment and determine urgency
Process ticket content through Copilot to assess customer sentiment (positive/negative/neutral), urgency level (low/medium/high/critical), and suggest appropriate response categories. Include confidence scores for each assessment.
Microsoft Power Automate
Route tickets based on Copilot analysis
Create automated workflows that assign tickets to specialized queues based on Copilot's analysis. High-urgency negative sentiment tickets go to senior agents, while routine requests route to general support.
Microsoft Teams
Alert agents to critical issues
Send immediate notifications to support team channels when Copilot identifies critical or highly negative sentiment tickets. Include customer context and suggested response approach.
Workflow Flow
Step 1
ServiceNow
Capture incoming support tickets
Step 2
Microsoft Copilot
Analyze sentiment and determine urgency
Step 3
Microsoft Power Automate
Route tickets based on Copilot analysis
Step 4
Microsoft Teams
Alert agents to critical issues
Why This Works
Uses Copilot's natural language understanding to make intelligent routing decisions that improve response times for critical issues while optimizing agent workload distribution.
Best For
Customer support teams managing ticket prioritization and routing
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