Overview

Fuel generative AI-powered conversations

Connect to all your data—including CRM, contact center systems, and other sources—to enable AI-powered conversations without replacing your existing solution.

 

 

Microsoft Copilot for Service transforms traditional customer service solutions by using generative AI. Copilot for Service is designed to enhance customer experiences and improve agent productivity by integrating seamlessly with existing contact center and CRM solutions. Unlike other conversational AI development tools, Copilot for Service requires no software installation or complex integrations.

Copilot for Service can be deployed in Microsoft apps and products, such as Outlook and Teams, providing service-specific AI capabilities to help improve your agents' productivity. With agent-facing Copilot, agents can provide exceptional service without disrupting their existing workflows With instant access to real-time responses from a variety of content sources, including third-party knowledge bases like Salesforce, ServiceNow, and Zendesk.

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Copilot for Service is an app that helps you work more efficiently as a customer service agent. It works with Dynamics 365 Customer Service or Salesforce and lets you do things like: 

  • Connect to your CRM. See important details about your contacts, cases, and activities in your customer relationship management (CRM) system, right in Outlook and Teams. You can even edit, share, and open the records in your CRM.
  • View a case summary: Get a quick overview of a case in your CRM system.
  • Draft emails with AI: Write faster and better with Copilot's help. Choose from predefined response categories or create your own prompt, and Copilot generates suggested content that you can use as-is or revise.
  • Refine generated content: Modify the generated content by providing a new prompt that builds on the previous suggestion, and tailor your email replies to suit your needs and style.
  • View email conversation summaries: Get a summary of an email conversation.
  • Understand the data sources behind generated content: See which case was used to generate a summary or email response.
  • View and update CRM record details in Microsoft Teams. View a CRM record in a Teams