Introduction
For agents who work to support customers, speed and agility are important. Agents need to quickly review and diagnose potential problems, while ensuring that their interaction with customers is quick and accurate. This requirement can be challenging, especially when agents work in high-volume scenarios, such as in contact centers. Because agents often work on multiple customer issues at once, it can become difficult to ensure that they provide each customer with the best service possible and in a timely fashion.
Microsoft Copilot in Microsoft Dynamics 365 Customer Service can help agents by providing real-time AI assistance. It helps agents automate time-consuming tasks, allowing them to manage cases efficiently and resolve issues faster so that they can deliver better value to customers.
Agents can save time by using Copilot to:
Respond to questions - Copilot acts as an agent's partner by helping answer questions without the agent needing to manually search for information.
Compose an email - Copilot can help agents in composing emails by offering suggestions on how to make them clearer, more concise, and compelling.
Draft a chat response - Agents who provide support across different channels, such as chat and text, can use Copilot to help them respond to customers.
Summarize a case and conversation - Copilot can examine a case and conversations and provide agents with a summary that offers context while being easier for agents to consume.
Note
The ability to summarize conversations is only available in the Customer Service workspace app.
To ensure that agents can use Copilot effectively, administrators need to configure many different elements based on the needs of their organization. This module explores how to turn on and configure Copilot to best fit your needs.