Summary
Because customers are demanding more personalized and efficient customer service experiences, organizations are turning to copilots. Copilots help provide customers with a self-service support solution that can be interacted with through natural language that simulates a human conversation. Copilots can help resolve simple or common issues, allowing agents to focus on more complicated issues that might require more time. With Microsoft Copilot Studio, organizations can create powerful copilots through a guided, no-code graphical interface. Additionally, organizations can enhance the copilots that they create to make them more versatile and support a larger number of situations.
This module examined how to enhance your Microsoft Copilot Studio copilot to expand how it can be used, including:
Exploring how to incorporate automation with Power Automate flow to help integrate your copilot with other technologies and incorporate that data into your copilot.
Examining how to trigger your virtual agent to hand off a copilot conversation to a live agent who is working in applications such as Omnichannel for Customer Service.
Exploring how to incorporate generative answers into your copilot.
Explaining the different analysis capabilities that are available, including working with customer satisfaction details and session information.
Your next step would be to explore other applications that can be used with Microsoft Copilot Studio to create robust customer support solutions, including Dynamics 365 Customer Service Insights and Omnichannel for Customer Service.