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Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Oct 1, 2022 |
- |
Apr 1, 2023 |
Business value
AI-generated conversation auto-summarization makes it easier to get and share conversational context, whether you're catching up on a conversation, wrapping up a case, or working with other agents to solve a customer's issue. Using these AI-generated summaries, you can quickly share context about the customer's issue and the resolutions tried. With structured context, you can collaborate with other agents and subject matter experts to resolve the customer's problem faster and more effectively.
Feature details
The conversation auto-summarization feature in Dynamics 365 Customer Service allows agents, supervisors, and subject matter experts to get better summaries with improved user experience with actions such as copying the summary, creating a case from the summary, and the ability to provide feedback. Highlights include:
- Refinements to the generated summaries.
- Enhancements to the summary user interface.
- Improved feedback collection.
Geographic areas
This feature will be released into the following Microsoft Azure geographic areas:
- United States
- Europe
- United Kingdom