With Copilot in Dynamics 365, Microsoft has aimed to modernize customer support through AI-powered assistance. The topic of AI in terms of its creative nature and how much of it is truly original has always been a controversial topic though. Just last month, the Redmond firm's President, Brad Smith, announced a pledge dubbed the Copilot Copyright Commitment that stated that as long as Copilot services are used within the company's provided guardrails, they won't violate copyrighted content.
Today, the tech giant has unveiled three new features for Copilot in Dynamics 365 Customer Service that are becoming generally available, with the goal of increasing efficiency across customer support tasks.
For starters, users can now ask Copilot a question, which the service will try to provide answers to by traversing through all company resources that have been made accessible via the administrators. Customer support agents can add feedback for the responses and contact center managers can them update or remove sources based on the feedback.
Moving on, agents can use Copilot to draft email responses using predefined prompts such as "empathize with feedback" and "request more information", along with custom prompts as well. The suggested responses can then also be modified and finetuned by the agents. And finally, metrics and analytics specific to Copilot - such as "duration of conversations where Copilot plays a role", "number of agent/customer conversations that involved Copilot" etc. - will also be made available to provide insights on how helpful it is proving to be for the customer support staff.
The aforementioned changes will be bundled with the cases' summarization feature that went GA last month. The capability in question highlights key information related to a case, to avoid agents having to manually sift through all that information. Those interested in knowing about setting up and configuring Copilot features for Dynamics 365 Customer Service can learn more here.
