Copilot Copilot Copilot – Differences between the Service Copilots
Microsoft has announced a new suite of products called Copilot for Service, which is dedicated to service workers. This suite provides generative AI to third-party CRM systems, with a primary focus on Salesforce, ServiceNow, and Zendesk. Copilot for Service allows users with a Dynamics 365 Customer Service Enterprise license to utilize generative AI features within the Customer Service Workspace or Customer Service Hub app. There are key differences between Copilot for Service and the previously announced M365 Copilot. Copilot for Service is aware of the context of the conversation and uses it in drafting responses, while Copilot for Service works natively within the Dynamics 365 interface. It should be noted that some of these differences may disappear over time as the product matures.
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