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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Nov 18, 2024 |
Apr 30, 2025 |
Business value
Traditional customer feedback management can take a long time, sometimes weeks, to close the loop with action on feedback provided. Different tools are used to capture customer feedback across different channels within your contact center. With AI, you have an opportunity to enable real-time feedback, with automated and personalized feedback loops to help unlock immense business values. This feature unifies the process of configuring the surveys across channels while using the generative AI capabilities of Copilot Studio agents.
Feature details
In Copilot Service admin center, administrators can configure feedback surveys using Copilot agents with the following capabilities:
- Use Copilot agents to gather customer feedback and configure contextual actions, depending on the feedback.
- Unify and centralize the process of configuring surveys across voice, messaging, email, and custom channels.
- Use predefined templates like Customer Satisfaction (CSAT) Survey and Net Promoter Score (NPS) Survey to create surveys.
- Allow supervisors to view and review feedback summarized into actionable insights.