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Ignite 2023: Microsoft broadens role-based generative AI with Copilot for Service preview

by Jason Gumpert

View all of our Ignite 2023 coverage

Microsoft announced a new customer-service role-focused Copilot solution at Ignite 2023. Microsoft Copilot for Service aims to help contact center workers get more data and guidance from their existing systems by automating repetitive activities and providing a conversational interface for workers.

“Without costly development time or rip and replace efforts, organizations can simply point to their data—such as public websites, SharePoint, knowledgebase articles, and offline files—and in a few minutes unlock generative AI-powered conversations across all of their data,” wrote Jeff Comstock, Microsoft CVP for Dynamics 365 Customer Service.

Copilot for Service will offer standard integrations for Dynamics 365, Salesforce, ServiceNow, and Zendesk, Comstock stated. It will be available in public preview in early December. General availability is targeted for the first quarter of 2024. Pricing will be $50 per user/month.

Users of Copilot for Service will also get the capabilities of Copilot for Microsoft 365, meaning the blended set of benefits and capabilities will span M365 and typical CRM and contact center activities. According to Microsoft, those will include:

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About Jason Gumpert

As the editor of, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at

Prior to co-founding, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

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