Intralox enhances customer service efficiency with Microsoft 365 Copilot

The implementation of these solutions improved access to information, reduced inefficiencies, and saved time for both Intralox and its customers, leading to enhanced overall customer satisfaction. Before implementing Microsoft 365 Copilot, Intralox wanted to enhance customer service efficiency and deepen customer relationships. Intralox implemented Microsoft 365 Copilot for Sales, Copilot in Dynamics 365 Customer Service, and Copilot in Dynamics 365 Field Service to streamline operations.

Agent or tool: Microsoft Copilot for Sales
Topic: Customer Support
Reported on: Case study (Microsoft)
Added: 2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 454 by interest), and one of 13 involving Microsoft Copilot for Sales.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Microsoft Copilot for Sales or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Microsoft Copilot for Sales.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Microsoft): https://www.microsoft.com/en/customers/story/23850-intralox-microsoft-365-copil…. Our summary is a paraphrase; details are in the source.

Built an AI agent? Feature your agent on Agent Sightings, free submission or a featured spot.

Browse more like this

More in Customer Support · more with Microsoft Copilot for Sales · all browse pages · industry guides

Related sightings

Microsoft Dynamics 365 Sales helps MSC chart a smart course · Microsoft Copilot for Sales · Customer Support
MSC uses Microsoft Dynamics 365 Sales to unify customer data, automate sales activities, and deliver more personalized customer experiences…
NFU Mutual: Revolutionizing customer engagement with Copilot for Sales and Dynamics 365 · Microsoft Copilot for Sales · Customer Support
NFU Mutual uses Dynamics 365 and Copilot for Sales to record every customer interaction which in turn provides 360-degree view of customers for even…
Draft replies and promo codes for L'Oréal support advisors · Agentforce (Salesforce) · Customer Support
L'Oréal's consumer care advisors get Agentforce inside Service Cloud: it summarises each case, confirms what the consumer is asking, drafts the…
deinePflege makes in-home healthcare more accessible with Agentforce. · Agentforce · Customer Support
Deine — Soon, Agentforce with Service Cloud will resolve an estimated 40% of cases instantly and cut costs by 86%. Digital labor resolves 40% of…
Zurich Insurance enhances customer relationships with Dynamics 365 and Microsoft 365 Copilot for Sales · Microsoft Copilot for Sales · Sales & Marketing
Zurich Schweiz — Zurich Insurance Group uses Microsoft 365 Copilot for Sales to help streamline workflows by integrating AI and sales insights into…
Sandvik Coromant hones sales experience with Microsoft Copilot for Sales · Microsoft Copilot for Sales · Sales & Marketing
Sandvik Coromant has a history of looking to the future. With a presence in more than 150 countries and a staff of around 8,000, Sandvik Coromant…

← All 2754 use cases