Overview of Copilot for Service

  • 5 minutes

Microsoft 365 Copilot for Service is your AI assistant for customer service representatives. Copilot for Service brings together Microsoft 365 Copilot with a role-based Copilot agent that enhances service experiences by adding generative AI to your existing contact center. Copilot for Service modernizes contact centers—enhancing customer experiences and service rep productivity—by seamlessly integrating with existing systems and knowledge sources for real-time, data-driven insights.

Copilot for Service also connects directly to knowledge bases such as Salesforce, ServiceNow, and Zendesk.

These integrations mean that you can add a copilot to your customer service representative's existing workflow, whether it involves their representative console, websites, or other apps.

Customize and set up your copilots

When you create or set up a copilot with Copilot for Service, you can:

  • Specify and manage the content sources that your copilot uses to generate real-time responses.
  • Set up the content source results to fit how your existing knowledge articles are organized.
  • Set up conversational behavior, such as the greeting message that the copilot uses.
  • Publish the copilot for a customer service representative to access in their normal workflow.

Customize with Microsoft Copilot Studio

You can customize Microsoft 365 Copilot for Service with Microsoft Copilot Studio. For example, you can:

  • Boost productivity further with powerful Copilot for Service actions. For example, instead of providing information on how to use an online tool to view a customer order status, the copilot can directly call an API to provide the order status.
  • Add more custom knowledge sources to the copilot. For example, you could add proprietary knowledge bases for the copilot's real-time responses.
  • Set up authentication to ensure that only authorized representatives can use the copilot to access information.