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About this lesson

Use the Copilot Coach in Outlook to write better emails, check for tone, emotion and clarity. 

Quick reference

Coaching by Copilot - Write Better Emails

Use the Copilot Coach to write better, more appropriate emails. 

When to use

We use the Copilot Coach whenever we aren't sure if the email we have drafted has the right tone and needs some help. 

Instructions

Coaching by Copilot is an AI coaching assistant that can help us write better emails. Our Copilot coach can scan our email and check for tone, sentiment, clarity, and suggest improvements. 

For example, the email I am sending back to our customer sounds aggressive and defensive but we're not sure how to word it. 

  • From the Message tab, click the Copilot icon. 
  • Click Coaching by Copilot. 

Copilot will check for message tone, reader sentiment, and clarity. It can determine if the tone is too aggressive, too casual, or too defensive and make suggestions for improvements. 

Next, the coach checks for reader sentiment. Have we been empathetic? Are we seeing things from the customer's perspective?

Finally, the coach will check for clarity. Have we been clear and stated the rules that govern our decisions?

We can use any of the suggestions and regenerate the draft. 

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  • 00:04 Another really cool feature of Outlook is the ability to work with an AI
  • 00:09 coaching assistant to help you write better emails.
  • 00:12 For example, you can see here that I'm drafting an email response to a customer
  • 00:17 complaint, and I'm saying, okay, I hear you.
  • 00:20 However, after having spoken to the reception team, I'm confident that our
  • 00:25 staff acted appropriately and you were screaming and shouting.
  • 00:28 What response do you expect?
  • 00:30 Our team are not there to tolerate your age.
  • 00:32 So I'm taking a very defensive stance just here.
  • 00:35 The room wasn't ready because you arrived an hour before the stated time.
  • 00:39 You were directed to the hotel bar and we offered to store your luggage.
  • 00:43 I'm not sure how we could have been more accommodating.
  • 00:46 Now, whilst this response might be based entirely in fact, and that's what you
  • 00:50 might feel like responding, do we really want to send this back to a customer?
  • 00:55 Really, in this type of situation, our main aim is to turn it around and
  • 00:59 retain that business.
  • 01:01 So I'm going to select the text, and
  • 01:03 we're going to get some help from our Copilot coach.
  • 01:06 So you can see here it says Get suggestions to help write better emails.
  • 01:10 So if I choose Coaching by Copilot you can see here it gives me some pointers.
  • 01:15 So if we go to Tone, it says I could have been more courteous, which I agree with.
  • 01:19 The email sounds defensive and aggressive, which could damage the relationship,
  • 01:23 and then it gives me a suggestion.
  • 01:25 Instead of OK, I hear you, the email could say, Thank you for your feedback,
  • 01:30 or I appreciate your perspective.
  • 01:32 So we've got some really nice suggestions just there.
  • 01:35 It then tells us we should consider their emotions.
  • 01:38 So we're not acknowledging the customer's feelings are showing empathy.
  • 01:41 I get more suggestions just here we value your satisfaction or
  • 01:45 we want you to have a pleasant stay.
  • 01:47 And then at the bottom it says we could provide more details so
  • 01:50 the customer has a bit more of an understanding of our position.
  • 01:54 So we could add information about check in policy, and again,
  • 01:57 we could apologize and suggest how we're going to rectify it.
  • 02:00 So this is a really nice way of just being able to judge if the tone and
  • 02:05 the clarity of your email is appropriate for the situation.
  • 02:09 Check it out, I love this feature.

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