Automatically summarize conversations in Teams-based collaboration


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 and Microsoft Power Platform release plans.

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Oct 28, 2022

Business value

Reading through a long conversation transcript to understand the context or writing a summary of the conversation is time-consuming. AI automatically provides a summary of the conversation for agents to share with other collaborators. An AI-generated conversation summary enables an agent to easily collaborate with other agents, supervisors, sales engagement managers, and so on using embedded Microsoft Teams.

Feature details

This feature was available for preview in 2022 release wave 1, and will be generally available in this release wave with the following key capabilities:

  • Auto-generated summaries that agents can use to share the context of their service conversations.
  • A summary format structure that provides insights about the customer's issue and any solutions that the agent has tried.
  • The ability for agents to edit or hide the auto-generated summary if they don't want to include it in the Teams chat.

See also

View and share auto-summarized conversations (docs)