Use Copilot to summarize conversations
Important
This content is archived and is not being updated. For the latest documentation, go to the Dynamics 365 Contact Center documentation. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Jul 16, 2024 |
Jul 16, 2024 |
Business value
Optimize your contact center operations by allowing agents to use conversation summaries that Copilot generates.
Feature details
Support agents can use Copilot to generate a summary:
- Of the entire conversation up to the point when they select the generate summary option.
- While the conversation is ongoing.
- When they wrap up the conversation.
- When they transfer the conversation to another agent.
The key features are as follows:
- Conversation Summary takes into account the conversation transcript.
- Summaries can be generated for message and transcript-enabled voice conversations.
- Agents can provide thumbs-up or thumbs-down feedback on the conversation.
- Support agents can provide verbatim feedback when providing a thumbs-down to vocalize key information that they want Copilot to include in the summary. Supervisors and contact center managers can review the verbatims.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- Germany
- Norway
- Singapore
- South Africa
- Switzerland
- United Arab Emirates
- US GCC
- US GCC High
- Sweden
- United States
- Europe
- Asia Pacific
- United Kingdom
- Australia
- Brazil
- Canada
- India
- Japan
- France
- Korea