Microsoft launches D365 Contact Center survey capabilities in Copilot Studio

Microsoft has revealed new Copilot Studio-powered customer feedback surveys for Dynamics 365 Contact Center. Currently in preview, the new tool deploys bots to run the surveys. Microsoft will provide pre-built bots for gathering typical metrics like customer satisfaction score, net promoter score, or customer effort score, and customers can design their own surveys.

Survey bots can be deployed in voice, live chat, or social channels, according to product manager Sonel Rubenstein. Responses can trigger Power Automate flows.

“With this feature, contact center managers can use the generative AI capabilities of Copilot Studio bots to streamline the survey configuration process across channels. Supervisors get a holistic view of the feedback, all while maintaining flexibility and customization,” she wrote.

One use scenario, according to Rubenstein, would be to design and deploy a survey bot from D365 Contact Center admin center. The setup requires a Dataverse connection to Copilot Studio specifically for surveys.

Surveys created with this solution do not have any connection to Microsoft’s older Dynamics 365 customer survey solution, Dynamics 365 Customer Voice. Launched in 2020, Dynamics 365 Customer Voice is a feedback management solution that re-branded another product, Forms Pro, and added integration CRMs and Power Platform and a roadmap focused on feedback from both internal and external groups. Like the new Copilot Studio surveys, Customer Voice uses Dataverse to store survey results.

While Customer Voice still has a section in the official Microsoft documentation, it does not appear to have a roadmap of any significance since it is not included in the 2025 Release Wave 1 plan documentation.