Exploring Features in Copilot for Customer Service Dynamics 365
Microsoft has integrated its Copilot AI assistant into Dynamics 365 Customer Service to help agents resolve customer issues quickly. Copilot for Customer Service includes features such as enabling Copilot for agents to provide answers to questions and generate email responses, identifying customer needs during a chat, and searching knowledge bases and other sources for information. The Copilot Help Pane offers various functionalities, including customer chat, sources for Copilot, and the ability to record transcripts. The Summaries section allows agents to access case summaries and live conversation summaries. Agents can also customize the format of the summaries. Overall, Copilot for Customer Service aims to improve customer satisfaction by leveraging AI to assist agents in resolving issues efficiently.
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