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Applies to: Dynamics 365 Customer Service
This agent enables a safe adoption of generative AI in regulatory and sensitive scenarios. It uses AI to understand customer questions and match knowledge articles. It returns exact, unmodified content from the knowledge source with low risk of incorrect information.
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Overview
The agent is a Copilot Studio agent that uses generative AI for intelligent question understanding and semantic matching to knowledge base but returns unmodified verbatim content from source articles. AI interprets user intent and finds relevant knowledge articles using advanced NLU, then delivers exact approved text without summarization, paraphrasing, or generation—ensuring regulatory compliance and eliminating concerns about incorrect information.
Key benefits
- AI-powered question interpretation with exact verbatim responses
- Low risk of incorrect information because the responses are based on approved knowledge articles
- Maintains regulatory compliance with precise, approved language
- Semantic search matching questions to relevant knowledge base content
- Safe Gen AI adoption in sensitive use cases (tax, legal, policy)
- Citation and source tracking for audit trails
- Approved content delivery without AI modification or summarization
Scenarios
- Tax advice inquiries
- Regulatory policy questions
- Legal compliance information
- Financial product disclosures
- Medical guidelines
- Insurance policy terms
- Government regulations
- Healthcare protocols requiring exact approved language
Supported channels
- Chat
- Voice
Industries
- Financial Services
- Banking
- Insurance
- Healthcare
- Legal Services
- Tax & Accounting
- Government
- Pharmaceuticals
- Regulated Industries
Required products and services
- Dynamics 365 Customer Service or Contact Center license
- Microsoft Copilot Studio
- Copilot Studio Credits Capacity