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Use Copilot to summarize conversations

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Copilot conversation summaries provide context and relay the steps that you took to solve the issue. You can summarize chat and transcribed voice conversations.

Prerequisites

Your administrator enabled the Copilot conversation summary feature.

Note

If your administrator enabled auto-summarization for ongoing conversations, you get an AI-generated summary of the conversation along with the Copilot-generated conversation summary. The two summaries can be slightly different. Learn more about auto-summarized conversations.

  • In Customer Service workspace or Contact Center workspace, you can select Summarize conversation for an ongoing conversation.
  • When you sign in to a non-Microsoft CRM, and launch the embedded experience, sign in to your Dynamics account and then select Summarize conversation from the communication panel when you're in a conversation with a customer.

View a conversation summary

Based on your administrator's configuration, you see the following options in Customer Service workspace or Contact Center workspace:

  • The Copilot conversation summary generated automatically when you request a consultation with another customer service representative, transfer the conversation, or end the conversation. You can select Summarize conversation to generate the summary for an ongoing conversation, based on your administrator's configurations.
  • The summary is displayed in a paragraph format or a structured format.
    • The paragraph format summarizes the conversation in a single paragraph. Screenshot of a Copilot conversation summary.
    • The structured format summarizes and organizes the information in the conversation based on the options your administrator selected.
      Screenshot of a structured Copilot conversation summary.

You can perform the following actions:

  • Copy the summary.
  • Select Create case to create a case and populate the description with the summary, if your administrator turned on this feature. This is applicable for Customer Service workspace.
  • Share feedback about the summary.
  • Close the summary card.

Next steps

Use Copilot to solve customer issues