RSM Provides AI Solutions for Clients with Microsoft Copilot

RSM US LLP, a 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, consulting principal. “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. Learn more about the case study.