By Alice Chambers |
Toastmasters International, a global nonprofit that helps members overcome their fear of public speaking, is using Microsoft 365 Copilot to streamline internal operations, enhance member support and accelerate its digital transformation following the challenges of the Covid-19 pandemic.
When people couldn’t meet in person, Toastmasters’ membership fell from 367,000 to 270,000. This led to the nonprofit turning to Microsoft for digital support, beginning by moving all its communications from four different platforms to Microsoft’s Omnichannel platform.
More recently, it rolled out Microsoft 365 Copilot to 20 per cent of its employees. They are using it to review contracts, generate progress reports, summarise meetings and emails, and improve PowerPoint presentations.
The call centre team is also using Copilot for case management of more than 8,000 calls and chats it gets each month from members. Each call is automatically transcribed on Omnichannel. The team uses Copilot to summarise the transcript, then cut and past it into case management files for easy retrieval and follow up.
“Our call centre is more productive,” said Jess Harris, senior manager of IT support and services. “Everything’s in one place. They’re not dealing with four different applications.”
Plus, Copilot is being used to edit education materials that span several languages. The target is for all employees to have access to Copilot by the end of 2026.