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This article contains information about the architecture for Copilot for Service. The links in the following sections are designed to provide you with in-depth information about security, compliance, data residency/management, AI integration points, and more.
The purpose of these articles and PDF is to help admins, IT professionals, and developers understand how Copilot for Service integrates with their Customer Relationship Management(CRM) and the broader Microsoft 365 ecosystem.
Architecture for Copilot for Service in a non-Microsoft CRM
The following architecture diagram provides a visual representation of how Copilot for Service agent works in non-Microsoft CRMs. This solution is a generalized architecture pattern, which can be used for many different scenarios and industries.
Dataflow
All requests are encrypted via HTTPS.
- A user in a non-Microsoft CRM desktop submits a prompt to Copilot for Service agent.
- The AI agent requests relevant context and knowledge from the non-Microsoft CRM copilot adapter.
- The non-Microsoft CRM copilot adapter retrieves context and relevant knowledge from the non-Microsoft CRM system.
- The information is provided to the AI agent.
- The Copilot for Service agent sends the meta prompt, user prompt, and contextual data to a large language model (LLM).
- The Copilot for Service agent receives the LLM response.
- The Copilot for Service agent sends the response back to the user.
Architecture for Microsoft Copilot for Service in Outlook and Teams
| PDF document | Last update | Last updated release |
|---|---|---|
| Download Copilot for Service architecture document | May 21, 2024 | May 2024 |