Use Copilot Studio to get more from your customer surveys
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | Nov 2024 | - | Apr 2025 |
Business value
Traditional customer feedback management takes a long time (days/weeks) to close the loop with action on feedback provided. Additionally, different tools are used to capture customer feedback across different channels within Dynamics 365 Customer Service. In the era of AI, we have an opportunity to reimagine customer feedback management in Customer Service, with automated and personalized feedback loops to help our customers unlock immense business values. This feature unifies the process of configuring these surveys across channels while leveraging the generative AI capabilities of Copilot Studio bots, as well as how the feedback collected is presented to supervisors.
Feature details
Key capabilities include:
- Use Copilot Studio bots to gather customer feedback and configure contextual actions depending on feedback.
- Unify and centralize the process of configuring surveys across email, messaging, voice, and custom channels.
- Leverage predefined templates to create surveys easily.
- View feedback summarized into actionable insights, available for supervisors to review.