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Summarize conversations with Copilot

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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 Jun 2, 2023 - Sep 11, 2023

Business value

Copilot in Dynamics 365 Customer Service uses generative AI to eliminate the need for agents to sift through lengthy transcripts, enabling them to deliver exceptional customer service quickly.

Feature details

Copilot in Customer Service lets agents quickly summarize conversations with generative AI. Copilot automatically generates summaries of chat and transcribed voice conversations. Customer Service agents get concise and accurate summaries of customer issues, troubleshooting steps, error codes, resolution attempts, and conversation outcomes.

Agents can request copilot conversation summaries on demand and automatically when they join the customer conversation or end the conversation.

Copilot eliminates the need for agents to sift through lengthy transcripts, enabling them to deliver exceptional customer service quickly.

Conversation summaries help agents quickly get and share and conversational context.

Geographic areas

This feature will be released into the following Microsoft Azure geographic areas:

  • Germany
  • Switzerland
  • United Arab Emirates
  • United States
  • Europe
  • Asia Pacific
  • United Kingdom
  • Australia
  • South America
  • Canada
  • India
  • Japan
  • France

See also

Summarize conversations (docs)