What is Microsoft Copilot for Service?
Microsoft Copilot
Nov 20, 2023 5:00 PM

What is Microsoft Copilot for Service?

by HubSite 365 about Lisa Crosbie [MVP]

Evangelist at Barhead Solutions | Microsoft Business Applications MVP | Content Creator

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Learning SelectionMicrosoft Copilot

Revolutionize Customer Service with Microsoft Copilot: AI-Powered Assistance for Dynamics 365 & More!

Microsoft has introduced Copilot for Service at Ignite 2023, designed to enhance customer service systems such as Dynamics 365, Salesforce, Zendesk, or ServiceNow with generative AI. This tool is easy to set up with just a few clicks, and it allows customer service agents to access knowledge sources, draft email responses, and more effectively engage with customers.


"In this video I take you through the capabilities, licensing and availability of the new Microsoft Copilot for Service, a new tool announced at Ignite 2023, that adds generative AI to your customer service system - Dynamics 365, Salesforce, Zendesk or ServiceNow. With a click and point setup, you can have an instant Copilot chat bot helping your agents find the right information in your knowledge sources, helping generate email responses and more."


  1. 0:00 - Introducing Microsoft Copilot for Service
  2. 2:05 - How it works with Copilot for Microsoft 365, Outlook, and Teams
  3. 6:05 - Copilot for Dynamics 365 Customer Service
  4. 7:07 - Licensing and Availability


This blog post illuminates Microsoft's long-term strategy for customer service solutions, which started with the integration of Copilot for Dynamics CRM, followed by its general availability for Dynamics 365 Customer Service. The aim is to leverage generative AI to help organizations provide exemplary service experiences and achieve new efficiencies.

Generative AI is revolutionizing how customer service is delivered by making agents more productive and improving operational efficiency. Microsoft’s own Customer Service and Support team has reported a 12 percent reduction in average case handling time and increased independent case resolution among other benefits, after implementing these AI tools.

How it works with Copilot for Microsoft 365, Outlook, and Teams?

Because Copilot for Microsoft 365 is part of Copilot for Service, organizations will gain wider benefits from increased productivity in the daily tools that agents already use, like Teams and Outlook. For instance, by providing summaries of email threads in Outlook, Copilot can quickly get agents up to speed on them. It can also speed up customer responses by providing draft emails. Agents can monitor AI-powered meeting recaps in Teams that include summaries of important discussion points, sentiment, and next steps, helping them stay on top of meetings with customers or subject matter experts. Agents can also use Copilot to retrieve the most recent account and case data from CRM systems. 

What is Microsoft Copilot for Service?

With Microsoft Copilot for Service, organizations can easily link their existing CRM and contact center solutions with generative AI capabilities. There’s no need for extensive development or replacing existing systems; businesses can quickly tap into their data to enhance service interactions.

The tool helps service agents by providing instant, AI-generated information, aiding in case resolution, and streamlining workflows. Copilot for Service, embedded in desktops or deployed in Teams, uses natural language processing to assist agents, ultimately boosting customer satisfaction and agent productivity.

Organizations using Microsoft 365 will find added value in Copilot for Service as it integrates with everyday tools such as Outlook and Teams. Agents can receive email summaries, draft responses faster, and get meeting recaps to stay informed, all of which are enhanced by the generative AI's capabilities.

In the future, the service will be even more integrated, enriching email and meeting summaries with CRM data and automating multiple CRM tasks directly within Outlook and Teams. Copilot for Service is also set to offer proactive suggestions for updating knowledge bases, thereby empowering agents across the organization.

The flexibility of Copilot for Service is further demonstrated by Microsoft Copilot Studio, which allows organizations to add topics, automate workflows, and tailor the AI tools to their specific needs. Moreover, Copilot for Service supports extensions to various systems through a wide spectrum of connectors that minimize IT work.

When is Microsoft Copilot available?

Copilot for Service will be available in public preview in early December. General availability is targeted for the first quarter of 2024. Pricing will be $50 USD per user/month. For Dynamics 365 customers, comparable agent assist capabilities are included in Dynamics 365 Customer Service Enterprise.

Exploring Microsoft Copilot for Service

Microsoft Copilot for Service represents a significant advancement in customer service technology. Leveraging generative AI, it brings intelligent assistance directly into agents' workflows, dramatically improving their efficiency and enhancing customer experiences. It integrates seamlessly with various CRM platforms, which means organizations can adopt advanced AI features without major system overhauls. Furthermore, its extensibility through Copilot Studio and various connectors ensures a wide range of customization options, making it adaptable to diverse business needs. As it gears up for a public preview and eventual release, Copilot for Service promises to redefine customer support interactions and set a new standard in the service industry.

Read the full article Introducing Microsoft Copilot for Service: Generative AI for Customer Service

Microsoft Copilot - Microsoft Copilot AI Boosts Customer Service Efficiency


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