Summarize support cases with Copilot

  • Article

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 May 19, 2023 - Sep 11, 2023

Business value

Copilot in Dynamics 365 Customer Service uses generative AI to eliminate the need for agents to read lengthy case details, notes, and email threads, enabling them to deliver exceptional customer service quickly.

Feature details

Copilot in Customer Service empowers agents to quickly summarize case details, linked notes, emails, and conversation summaries with generative AI. Customer Service agents receive concise and accurate summaries of customer issues and important events throughout the case lifecycle including the participants who helped in addressing the customer issue.

  • A simple-to-read natural language summary
  • The ability for agents to regenerate a summary on demand
  • A simple and extendable case summary
  • Experience component to integrate with custom forms

With Copilot, agents will be able to ramp up on the cases quicker and accelerate time to resolution for customers.

Case summary with Copilot

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 cases (docs)