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Copilot Studio Blog
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Introducing the customer conversation harness in Microsoft Copilot Studio

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omar_aftab
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Oct 21, 2026
By Omar Aftab, Vice President, Conversational AI The way customers interact with brands is fundamentally changing. More and more interactions are driven by conversational AI, and customers increasi...
Quote: “Customers increasingly want a more natural, conversational self-service experience that understands context, is grounded in organizational knowledge, and knows when to hand an interaction to a person.” Tricia Sinclair, Avenade
Updated Oct 21, 2026
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Joined October 12, 2026
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jwolf79
Copper Contributor
Oct 24, 2026

This is what has been missing in conversational AI communication. The pendulum may have swung a bit too far by trying to replace humans altogether. Until AI gets a little better, I like the compromise of contextual handoffs with humans. Besides, the handoff itself is a learning opportunity for AI. "Why did I have to hand off to a human?" That itself teaches them. Next time they are less likely to need to do so.