AI-generated conversation summary sets context for Teams-based collaboration
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
May 24, 2022 |
- | - |
Business value
Reading through a long conversation transcript to understand the context can be time-consuming. On top of that, writing a summary of the conversation adds even more time. With an AI-generated conversation summary, when an agent has a conversation with a customer and wants to collaborate with other agents, supervisors, SMEs, and so on using embedded Microsoft Teams, AI automatically provides a summary of the conversation for agents to share with their collaborators.
Feature details
Some of the key capabilities of this feature are:
- Auto-generated summaries that agents can use to share the context of their service conversations.
- A summary format structure that provides insights about the customer's issue and any solutions that the agent tried.
- The ability for agents to edit the auto-generated summary.
See also
Use AI-generated summary for ongoing conversations in Microsoft Teams (docs)