Copilot and AI innovation

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

Copilot transforms the Customer Service support experience with generative AI. Service representatives are more productive and deliver a better service experience with Copilot helping them find resources to resolve issues faster, handle cases more efficiently, and automate time-consuming tasks. Copilot harvests knowledge from internal and external sources to draft contextual answers to questions in email and chat conversations. Service representatives can ask Copilot questions as they conduct research for a case, and they can use Copilot to generate case and conversation summaries in a single click.