Discover knowledge content with Copilot

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts May 20, 2023 - Oct 20, 2023

Business value

Agents spend a lot of time searching knowledge sources and consulting with subject matter experts to troubleshoot customer issues. With Copilot, agents can troubleshoot issues faster through a conversational chat experience.

Feature details

Copilot can diagnose customer problems, use the organization’s internal knowledge and vast amounts of data from trusted websites, and supply the agent with an appropriate solution to give to the customer. Copilot analyzes customer data to identify patterns, anticipate customer needs, and make suggestions to the agent on how to best handle each interaction.

With this powerful tool at their disposal, agents can handle more queries in less time, increase efficiency, and improve the overall customer experience. Because agents are in the loop every step of the way, they are in full control of using AI to drive their productivity. Agents can verify the responses, check the resources, and personalize the message to match the customer’s specific needs to ensure their satisfaction and optimal experience.

The conversational copilot experience is available across all engagement channels. With the upcoming release, agents can do the following:

  • Link a copilot conversation to a case automatically.
  • Refer the copilot conversations that can now be stored in Dataverse.
  • Use the responses that are generated off of Dynamics 365 knowledge articles, external sources via knowledge integration, and trusted public websites.

Conversational copilot chat

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

Use Copilot to solve customer issues (docs)