Welcome to Microsoft 365 Copilot for Service
Copilot for Service is your AI assistant for agents. Copilot for Service brings together Microsoft 365 Copilot with a role-based Copilot agent that enhances service experiences by adding generative AI to your existing contact center. Copilot for Service modernizes contact centers—enhancing customer experiences and service rep productivity—by seamlessly integrating with existing systems and knowledge sources for real-time, data-driven insights.
Copilot for Service can be deployed in Microsoft apps and products, such as Outlook and Teams, providing service-specific AI capabilities to help improve your agent productivity. With Copilots that can be embedded in Customer Relationship Management(CRM) solutions, agents can provide exceptional service without disrupting their existing workflows. With instant access to real-time responses from various content sources, including third-party knowledge bases like Salesforce, ServiceNow, and Zendesk.
Copilot for Service in Outlook and Teams
You can use Copilot for Service to connect and sync with your CRM to get all the relevant information in one place. This feature is available for Dynamics 365 Customer Service and Salesforce.
Agent copilot
Empower your agents with an AI-powered Copilot that provides them with instant access to relevant and helpful support content. Copilot uses generative AI to deliver content from a variety of sources, including your company website, uploaded files, and knowledge base sources. Unlike other solutions that require extensive training and adoption, Copilot seamlessly integrates into your existing customer engagement hub. Learn more at Overview of Copilots.
Customize and configure your Copilots
When you create a Copilot, you can specify and manage the content sources that your Copilot uses to generate real-time responses and configure conversational behavior, such as greeting messages.
Extend with Microsoft Copilot Studio
You can extend Copilot for Service with Microsoft Copilot Studio.
Licensing requirements
Your users need the Copilot for Service license to use Copilot for Service and embed Copilots in CRM solutions.
Roles and permissions
Learn more at Roles and privileges required to use Copilot for Service required by administrators and users to use Copilot for Service.