Use expanded Copilot for Service capabilities in your CRM
Microsoft is introducing new capabilities in Copilot for Service on July 1. These include email assistance, where Copilot can help agents draft emails to answer customer queries. Copilot can also provide context-aware multiturn chats, allowing agents to ask difficult questions and receive tailored answers based on CRM data. Case summarization capabilities will also be available, summarizing case details for agents to quickly ramp up on assigned cases. Additionally, real-time streaming will allow agents to read generated responses incrementally and refine requests if needed. These features aim to improve agent productivity and customer experiences. The new capabilities will be accessible through the Copilot for Service landing page starting on July 1.
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