Describe use cases for Copilot in Dynamics 365 Customer Service
Copilot is an AI-powered tool that revolutionizes the agent experience in Dynamics 365 Customer Service. It provides real-time assistance to help agents resolve issues faster, handle cases more efficiently, and automate time-consuming tasks so you can focus on delivering high-quality service to your customers.
You can use Copilot to ask free-form questions just as you'd ask your colleague or supervisor who might know the answers. Copilot uses the Dynamics 365 knowledge base along with other resources to identify and provide answers.
With Copilot, you can take the following actions:
Ask a direct question: Copilot shows the most relevant answer from the knowledge sources your organization made available.
Ask follow-up turn by turn questions: If Copilot's response isn't immediately useful, you can ask follow-up questions and guide Copilot in a natural, conversational way.
Ask Copilot to attempt a better response: Copilot can also rephrase responses based on more guidance such as, "Can you summarize your response?" or "Can you attempt a response providing details for each of the steps you mentioned?"
Once you have Copilot’s responses, you can If you're satisfied with the response Copilot provides, you can use the whole thing or a part of it to answer the customer's question:
Copy part of Copilot's reply into your chat or read from it during a voice conversation. Select the copy icon to copy the entire response to the clipboard.
When you're in an active digital messaging conversation, select Send to customer to open an editing window where you can revise the response and send it to the customer. You can also change customer keywords to prompt Copilot to generate a more accurate response.
Select Check sources to see the knowledge base or website links from which Copilot drew the response. You can use this supplemental information as a resource or share it with the customer.
Write an email with Copilot
In addition to using Copilot to answer your questions, it also helps agents to quickly create emails. To make the process of creating an email even simpler, Copilot provides predefined prompts such as Suggest a call, Empathize with feedback, or Provide product/service details. Selecting one of the predefined options dictates the tone of the content generated by Copilot. Additionally, if none of the predefined options are what you are looking for, you can create your own custom prompt.