Plan and prepare for Microsoft 365 Copilot for Service in 2025 release wave 1
Important
The 2025 release wave 1 plan covers all new functionalities planned to be delivered to market from April 2025 to September 2025. In this article, you'll find the product overview and what's new and planned for Microsoft 365 Copilot for Service.
Overview
Microsoft 365 Copilot for Service is an AI assistant that extends a customer service representative's existing CRM system and contact center investments. It unlocks an organization’s trusted knowledge to accelerate onboarding and case resolution. It helps your service representatives improve efficiency and enhances the customer experience.
Copilot for Service automates service representative workflow tasks within the CRM, such as Salesforce and ServiceNow. It also automates other tools that customer service representatives use every day, like Outlook and Teams, with the inclusion of Copilot for Microsoft 365.
In 2025 release wave 1, we're focused on providing the following capabilities:
- Expanded connectivity with any CRM system.
- Inline email summaries and email generation in third-party CRM systems.
Investment areas
Copilots embedded in CRM systems
Without costly development time or rip-and-replace efforts, organizations can simply point to their data—such as public websites, SharePoint, knowledge base articles, and offline files—and in a few minutes create a copilot that unlocks generative AI-powered conversations across all of their data using out-of-the-box integrations for Salesforce, ServiceNow, Genesys, and Zendesk.
The Copilot embedded in a CRM agent desktop accelerates agent onboarding and case resolution, improves efficiency, and automates tasks to help free agents to focus on customers.
Microsoft Outlook experiences
The Microsoft 365 Copilot for Service app in Outlook provides service-specific AI capabilities to help improve your service representatives' productivity. Service representatives who work in Outlook can use Copilot for Service to summarize and draft emails, access case summaries, browse and update CRM records, and schedule meetings informed by case summaries and other relevant information from CRM records.
To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Microsoft 365 Copilot for Service below: