Build your Copilot testing strategy in Dynamics 365 Customer Service

Microsoft is investing in AI technologies across Dynamics 365 and Power Platform, and many organizations are adopting Copilot in apps like Dynamics 365 Customer Service. Customer service solutions are sensitive because they deal directly with customer inquiries and require real-time interactions. To build a successful testing strategy for Copilot, organizations should consider metrics such as time efficiency, relevance and helpfulness of responses, agent satisfaction and ease of use, impact on customer satisfaction, and return on investment. It's recommended to start with a pilot phase and gradually roll out Copilot capabilities, monitoring results and feedback. Testing and optimizing Copilot is crucial, and organizations should provide clear and complete knowledge articles to improve its performance. Microsoft is integrating AI capabilities into Dynamics 365, and organizations should take advantage of these native capabilities to enhance their customer service operations.

Article 14m Microsoft Dynamics 365 Blog

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