Summary
With customers demanding more personalized and efficient customer service experiences, organizations are turning to agents. Agents help provide customers with a self-service support solution that can be interacted with through natural language that simulates human conversation. Agents can resolve simple or common issues, allowing agents to focus on more complicated issues that might require more time. Agents can incorporate information from other systems into the conversation to provide a personalized experience to customers, including the ability to schedule meetings, assign cases, or send emails. With Microsoft Copilot Studio, organizations can create powerful agents through a guided, no-code graphical interface. Organizations can use the power of agents to eliminate the gap between the subject matter experts and the development teams. Agents can also remove the complexity of exposing teams to the nuances of conversational AI and the need to write complex code.
This module examined how to get started with Microsoft Copilot Studio, create and deploy agents, and deploy them for consumption across multiple channels, including:
Introducing agents, explaining where they're being used, and providing an overview of how Microsoft Copilot Studio can be used to create agents.
Examining how to work with and create agents in different environments to tailor the agent content that is being used to based on factors such as teams, regions, or other factors.
Exploring how Generative AI can be used in an agent, and which types of data sources can be used.
Reviewing the process for creating an agent and how to work with the Microsoft Copilot Studio user interface.
Explaining what topics are, the different types that are available, and how they're used as part of an agent.
Examining the tools that are available to assist you with testing your agent.
Reviewing the process for publishing an agent so that it can be made available across multiple channels and describing the analytics that are available when the agent is published.
Your next step would be to gain a deeper understanding of how to design effective conversation paths to provide users with a better overall experience. This other learning would include:
Gaining a deeper understanding of what conversation nodes are available
Examining how entities and variables can be used to capture and store relevant data
And examining the tools that are available for topic management
You can also use Customer Service Insights to analyze the support topics that come through your entire support operation and understand which to consider automating through Microsoft Copilot Studio.