Dynamics 365 Customer Service Copilot now available in preview

 

Copilot provides real-time AI assistance that helps agents automate time consuming tasks to handle cases efficiently and resolve issues faster so that they can deliver value to customers.

 

Enable the Copilot features for agents to use Copilot to:

• Respond to questions.
• Compose an email.
• Draft a chat response.
• Summarize a case.

 

Read more: https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-copilot-features

 

Although the copilot features are available in the US only it is easy to test out on a Europe based tenant:

• Create a new environment from https://admin.powerplatform.microsoft.com/environments and set Region to United States – Type: Trial (subscription-based)
• On next screen choose Enable Dynamics 365 apps and install Customer Service Trial

 

When environment available go to the Customer Service admin center app and enable copilot in Agent Experience > Productivity > Copilot help pane and Summaries