Naming updates to Copilot Service workspace and service representatives
In order to avoid confusion, Microsoft is renaming its AI-powered customer service apps and introducing new terminology. The Customer Service workspace and Contact Center workspace will now be called Copilot Service workspace, while the Customer Service admin center and Contact Center admin center will be renamed Copilot Service admin center. The term "agent" will now exclusively refer to autonomous agents, while human representatives will be referred to as "customer service representatives." These changes will be rolled out in the next few weeks. The product names for Dynamics 365 Customer Service and Dynamics 365 Contact Center will remain the same.
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