Support engineers are heroes who ensure systems run smoothly and issues are resolved promptly. With the advent of AI tools like Copilot, support engineers can become more efficient. Here are four ways Copilot is making a difference for support engineers.

1. Enhanced Troubleshooting Efficiency for Support Engineers

Support engineers are usually faced with the task of handling numerous tickets per time. This indicates that they need more efficient ways to get troubleshooting solutions to different problems they face.

These are some of the ways CoPilot helps with troubleshooting.

• a. Suggesting initial troubleshooting steps based on error messages or system logs.
• b. Suggests troubleshooting questions to ask customers.
• c. Identifying potential problems to issues.
• d. Automating repetitive tasks.
• e. Providing initial responses (IR) to common customer inquiries.
• e. Analyze images and documents to offer solutions.

Example: Alex, an engineer is tasked with resolving Outlook not opening in a client’s Mac. Traditionally, Alex would spend hours sifting through logs and calls to know how to resolve it. Copilot can quickly suggest potential causes and solutions.

Benefits: This not only saves Alex time but also reduces frustration, allowing him to focus on more tasks and provide faster resolutions to clients. The turnaround time leads to happier clients and less stress for Alex.

2. Documentation of Solutions

One major thing support engineers constantly do is document solutions to problems. This not only helps when they face other similar issues, but it is a required business process. 

CoPilot helps this way to:

• a. Write professional documentation based on solutions.
• b. Document in the format that’s expected for support engineers.

Example: Sarah, a support engineer needs to document solutions for a resolved ticket on Power Automate. This documentation is crucial for knowledge sharing within the team. Copilot can generate detailed documentation based on the steps Sarah took to resolve an issue, ensuring that the information is accurate and comprehensive.

Benefits: This automation frees up Sarah’s time, allowing her to work on other tickets and engage in more meaningful interactions with colleagues. It also ensures that her expertise is captured.

3. Enhanced Communication for Support Engineers

Support engineers communicate with clients via emails. However, this can be challenging with the number of tickets to handle. 

CoPilot helps with

• a. Drafting emails to clients.
• b. Suggest responses to client’s questions.

Example: Ebube, a support engineer, needs to send an email to her client based on issues resolved. Copilot can assist Ebube by drafting clear and concise emails on the steps taken to resolve the issue. 

Benefit: This support allows Ebube to maintain a personal touch in her interactions, as she can focus on other things.

4. Enhancing Code Quality and Efficiency

Writing codes for clients to automate tasks is crucial for support engineers.

Copilot can help support engineers to enhance the quality of code.

• a. Write cleaner, more efficient code, with fewer errors and improved system performance.
• b. Identifying potential code issues and suggesting fixes.
• c. Automating unit test generation to isolate problem areas.
• d. Providing code completion and refactoring suggestions 

Example: Dayo, a support engineer, needs to write a PowerShell script to remove the licenses of 1000 users. This will help the client save time. Copilot can generate the code to remove the licenses, with an explanation of the code ensuring that the support engineer understands how to use the code.

Benefits: This automation frees up Dayo’s time, allowing him to quickly resolve the client’s issue and increase customer satisfaction. 

Challenges

While Copilot offers significant potential, there are also challenges to consider.

• Data Privacy: Ensuring that sensitive customer data is protected when used for training and improving Copilot’s capabilities.
• Dependency: Avoiding excessive reliance on Copilot, which could hinder the development of problem-solving skills among engineers.
• Accuracy: Ensuring that Copilot’s suggestions are accurate and reliable, especially in critical incident response scenarios.
• Integration: Integrating Copilot seamlessly into existing support tools and workflows.

Conclusion

Copilot is transforming the role of support engineers by enhancing their efficiency. These advancements not only benefit the engineers by reducing their workload and stress but also lead to better client satisfaction. By integrating Copilot into workflows, support engineers can focus on what they do best—solving problems and helping people.