FAQ about Copilot for emails

Article
10/05/2023

These frequently asked questions (FAQ) describe the AI impact of the email capabilities in Copilot in Dynamics 365 Sales.

What is Copilot for emails?

Copilot for email empowers sellers with AI-assisted email response in the context of their customer engagement. Sellers can leverage advanced language models to generate tailored responses that address customer concerns effectively. Sellers are also provided with the email thread summary for quick recap of the recent interactions and reminders that help them stay on top of their inbox.

What can the system do?

The email copilot features are aimed at improving the seller productivity, by helping them draft and reply emails better and faster. The system summarizes long email threads, provides a summary and draft that the seller can review before responding to their customer. It also monitors the inbox time and highlights emails with pending action items.

What is/are system’s intended use(s)?

Copilot lets you spend less time composing email. Select a predefined category or enter your own text, and Copilot suggests content that helps you quickly create emails to follow up, reply to inquiries, and move a deal forward. Adjust the tone and length of the message to better resonate with your customers, fostering stronger connections. You can further customize the suggested content before you send it. Copilot is equally invaluable on the receiving end, summarizing lengthy email threads when you respond to incoming messages. By condensing complex discussions, it streamlines the communication process and ensures comprehension.
Copilot helps to keep you on track by identifying action items and key customer requests in your incoming emails that you might have missed. Also, continuously monitors your inbox to keep you up to date.
Copilot contextual emails and email summaries were already generally available in Outlook. Now, together with email follow-up, they're also available—along with email follow-up—for public preview within Dynamics 365 Sales. Sellers can now fully enjoy the support of Copilot email features directly.

How was Copilot for email evaluated? What metrics are used to measure performance?

The capability was evaluated on a collection of manually curated question-and-answer datasets, covering multiple industries.
More evaluation was performed over custom datasets for offensive and malicious prompts and responses.

What are the limitations of Copilot for email? How can users minimize the impact of Copilot for email’s limitations when using the system?

Copilot for email only supports English language as of now. Non-English users won't be able to use the features.
The email Reminder feature gives only a brief summary of the email thread. However, for a detailed summary and best actions, it's recommended to use this feature with other email copilot features to decide the next best action and execute the same seamlessly.

What operational factors and settings allow for effective and responsible use of the system?

The system doesn’t provide any setting or customization to the end user to tweak the system behavior.
Follow these procedures to make the most of the Copilot for email:
- Choose the right prompt to generate emails and choose the right tone and length for the content: Include the right keywords, use a group of words or a full sentence, keep all the key-points around the same topic.
- Always review and edit content ideas suggestions before sending them to your customer.