Copilot in Microsoft Dynamics 365: Improving Customer Service with AI

Microsoft has recently introduced its AI assistant, Copilot, across applications including Microsoft 365, Dynamics 365, and the Power Platform. These new AI capabilities are set to help organisations improve productivity, elevate customer service, and streamline workflows. 

At Pragmatiq, we are seeing the early adopters of Copilot capabilities within Dynamics 365 Customer Service finding real benefits in increased efficiency and the ability to deliver better customer experiences. Microsoft’s ability to deliver these tools is also sparking some exciting conversations with our client base regarding the potential Copilot brings for additional innovation.

Key features of Copilot in Dynamics 365 Customer Service include summarising cases, composing emails, and asking questions. These features aim to assist users across various areas:

• Case Overviews: Copilot helps customer service agents summarise cases quickly, providing insights into key issues, recent actions, and outcomes with a single click.
• Compose Emails: Users can generate email responses rapidly with Copilot’s assistance, example email prompts include, suggest a call, request information or resolve a customer's problem. 
• Ask a Question: Ask Copilot any question, and it will answer them. The questions can be about cases, best practices, or anything else.

In addition, to the features above, Microsoft has announced a new wave of Copilot features to be launched this year including: