Explained: Copilot in Dynamics 365 Customer Service | Top 4 Features

Discover the potential of Microsoft Copilot in D365 Customer Service with this beginner’s guide! This resource unveils four transformative capabilities designed to enhance your customer service workflows within Microsoft Dynamics Customer Service. Whether you’re a novice or a seasoned professional, this guide serves as your gateway to leveraging the full scope of Copilot for elevated customer service experiences and improved interactions with clients.

Microsoft is revolutionizing customer service interactions through the introduction of Microsoft Copilot in Dynamics 365. This tool aims to alleviate the challenges faced by customer service agents, often caught up in a constant stream of issues. While the concept of Generative AI may seem daunting, especially when handling delicate matters like customer claims, this post addresses crucial questions about Copilot’s role in enhancing productivity and improving customer experiences.

Let’s dive into how Copilot is set to transform customer service dynamics.

Licensing

Before exploring Copilot’s capabilities, it’s essential to navigate the licensing terrain. To access Copilot, organizations and users need a D365 Customer Service Enterprise license. If your company already holds this license, consider it a free upgrade.

For more information on pricing, check out this link here.

While regional requirements exist, Copilot’s availability is expected to expand rapidly. Admins, equipped with the right licenses, must opt in for the organization to enable Copilot features—an administrative step discussed in detail in linked resources.

Top 4 Customer Service Copilot Capabilities

Now, let’s unravel the four Copilot capabilities that promise to redefine agent workflows and bolster customer service.

Conversation Summaries

Copilot initiates by enhancing agent productivity through conversation summarization. This feature allows agents to generate concise summaries of ongoing customer interactions, facilitating efficient issue resolution. Despite initial skepticism, the summarization proves valuable for scenarios where bringing in additional personnel or managing prolonged cases becomes essential.

The summary is limited to the first 7,000 characters of a transcript and includes the following two components. The first being an Issue Description, which Summarizes the key customer problems to solve in the conversation.

The model needs at least three customer messages to generate the issue description so that it can understand the entire issue the customer is having.

The second component being the Resolution Tried, which Summarizes any troubleshooting steps or possible solutions that agents have already tried. If the model can’t identify a resolution from the transcript, this section is blank. If the case is resolved or the conversation ends, the application displays this label as “Resolution”.

For more information, refer to the Microsoft Documentation here.

Instant Query Answers

The second Copilot capability enables agents to find answers swiftly through natural language queries. By asking Copilot questions, agents receive real-time responses based on internal and external knowledge sources. This feature not only saves time but also empowers agents to handle high-volume requests more efficiently. Microsoft’s study highlights Copilot’s positive impact on agent productivity in providing quick and accurate responses.

For more information, refer to the Microsoft Documentation here.

Draft Email Replies

A highly anticipated feature is Copilot’s ability to automatically draft personalized email replies. By leveraging AI-powered tools, agents can craft contextual email responses with a single click. Copilot considers the tone, context, and complexity of the email, generating responses that can save substantial time.

The feature is not limited to emails; similar capabilities are expected in chat responses, further streamlining agent interactions. For more information, refer to the Microsoft Documentation here.

Summarize Case Records

Finally, Copilot introduces the capability to summarize case records, aiding agents in understanding and resolving customer issues efficiently. The generated summary encompasses key information, providing a quick overview on a dedicated card within the case form. While similar to the sales counterpart, the functionality differs slightly, and Copilot’s capacity to provide written responses in the help pane is unique to sales records.

The source fields (the fields that Copilot uses to craft it’s summary) can be customized by an administrator to meet any business need. For more information and to learn how to set this capability up, refer to the Microsoft Documentation here.

In Conclusion

In conclusion, Copilot emerges as a transformative tool in Dynamics 365 Customer Service, offering a range of capabilities to enhance agent productivity and customer interactions. As we explore each feature, it’s evident that Copilot has the potential to reshape how customer service teams operate, creating a more efficient and streamlined environment.

Happy Developing!