Overview of embedded copilots

Copilots embedded in customer relationship management (CRM) systems allow agents to chat with customers directly. The Copilot provides agents with generative AI-based support content, which helps enhance agent productivity, accuracy, and improve customer satisfaction while reducing costs and enabling scalability.

Copilot supports agents with real-time guidance for better performance. It integrates seamlessly into existing workflows helping in faster resolution of problems.

You can create and embed the following types of Copilots into your CRM system:

• Microsoft Copilot with built-in features like context awareness in chats, email assistance, and case summarization. You can embed Microsoft Copilot into Salesforce or ServiceNow.

• Custom copilot, with the multiturn chat capability that you can embed Copilot into Salesforce, ServiceNow, or Zendesk.