Copilot in Dynamics 365 Customer Service architecture
The following architecture diagram provides a visual representation of how Microsoft Copilot for Customer Service works. This solution is a generalized architecture pattern, which can be used for many different scenarios and industries.
Architecture
Dataflow
All requests are encrypted through HTTPS, which is illustrated with the
icon in the diagram.
- A user in Dynamics 365 Customer Service submits a prompt that is sent to Copilot
- Copilot accesses Dataverse and Semantic Index for preprocessing
- Copilot sends meta prompt, user prompt, and contextual data to Large Language Model (LLM)
- Copilot receives LLM response
- Copilot accesses Dataverse and Semantic Index for post-processing
- Copilot sends the response
Components
- Dynamics 365 Customer Service
- Manage Copilot features in Customer Service
- Microsoft Dataverse
- Azure OpenAI service
Cost optimization
Cost optimization is about looking at ways to reduce unnecessary expenses and improve operational efficiencies. Learn more at Overview of the cost optimization pillar.
Next step
Related resources
Review the following related architecture guides, solutions, and other guidance content:
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