Configure AI agents and Copilot in Dynamics 365 Contact Center
Intermediate
Functional Consultant
Administrator
Dynamics 365
Your contact center has more conversations to manage, more quality to maintain, and more configuration to get right than any team can handle manually. In this module, you configure the three AI agents in Dynamics 365 Contact Center — Customer Assist, Quality Assurance, and Service Operations — and set up the Copilot features your service representatives rely on in every conversation. You connect knowledge sources, add filters, extend Copilot with plugins, and use analytics to keep the whole system improving.
Learning objectives
After completing this module, you'll be able to:
- Describe the AI and Copilot capabilities in Dynamics 365 Contact Center and how they work together
- Configure the Customer Assist Agent for autonomous self-service, real-time representative assistance, and proactive customer engagement
- Configure the Quality Assurance Agent to evaluate conversations in real time and after completion, and enable supervisor monitoring
- Configure the Service Operations Agent for conversational setup and AI-powered conversation orchestration with playbooks
- Configure Copilot features including conversation summaries, the help pane, and knowledge sources
- Extend Copilot with prompt and connector plugins to surface data from external systems
- Use the Copilot analytics report to measure and improve Copilot adoption
Prerequisites
- Familiarity with the Copilot Service admin center
- Basic understanding of Dynamics 365 Contact Center workstreams, queues, and experience profiles
- A Dynamics 365 Contact Center environment with a pay-as-you-go plan configured