Validate Copilot responses faster with more transparency

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	-	-	Apr 2024

Business value

With improved transparency, customer service representatives can quickly understand how Copilot generated the responses and validate them. This helps reduce the time customer service representatives spend verifying Copilot responses, thereby reducing handle times and improving customer satisfaction.

Feature details

Copilot in Dynamics 365 Customer Service has been upgraded to provide enhanced transparency in its responses, including better citations of its sources. With this increased transparency, customer service representatives can easily understand how Copilot generated the responses and validate their accuracy, reducing the time taken to verify the replies. This in turn enables representatives to decrease handle times and enhance customer satisfaction.