Copilot for Customer Service
This week we are looking at the top features available in Copilot for Customer Service.
Copilot in Service provides real-time AI assistance to help agents automate time-consuming tasks, manage cases more efficiently, and resolve issues faster. This post highlights key productivity and knowledge-related features that support customer service agents.
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Licensing Requirements
Before exploring the features, it’s important to understand the licensing requirements. Generally, you will need a Dynamics 365 Customer Service Enterprise license to access key features such as case summarisation, Ask a Question, email drafting, and Copilot analytics.
Copilot for Questions and Emails
Customer service agents can receive AI-powered suggestions when answering questions, drafting email replies, and using recommended templates. Copilot also provides sentiment analysis and allows admins to define which knowledge sources Copilot uses when generating responses.
Summaries
Copilot can automatically generate case and conversation summaries, giving agents a quick overview without needing to read through emails, notes, or activities.
You can customise how summaries are generated:
Verbosity: Choose from small, medium, or large summaries.
Data sources: Select the types of records Copilot should use. At least one data type must be included.
Related records: You can include additional records that provide more context to the case.
Format: Choose between paragraph or structured format. I personally prefer structured, as it gives a clear breakdown of the issue, troubleshooting steps, resolution, error codes (if any), and root cause.
You can also configure Copilot to exclude information from summaries if it cannot be found in the case data, which is generally recommended.
