Using conversational chat experience, agents can ask Copilot to help diagnose more complex customer issues, discover resolutions, and summarise draft responses with the right tone to the customer. Copilot understands the context based on the current live conversation identifies relevant information from trusted websites and internal documents, including knowledge base articles and previously resolved cases and crafts a response that the agent can review and send to the customer. Agents can craft a draft email or chat response.
With Copilot in Microsoft Dynamics 365 Customer Service, agents can access 24/7 AI-powered assistance to help find resources to resolve issues, handle cases, and automate time-consuming tasks. Additionally, new conversation intelligence provides automated summaries of key topics, issues, and concerns discussed during sales meetings. With this update, users can now create customisable emails.Ī new feedback mechanism allows sellers to rate the AI-generated content with a thumbs up or thumbs down and refine generated results by providing a new prompt that creates an updated response that builds on the previously suggested draft and new context. Viva Sales generates content suggestions based on customer emails, such as a reply to an inquiry or a request for a proposal, complete with data specifically relevant to the recipient, such as pricing, promotions, and deadlines. The new Dynamics 365 Copilot provides interactive, AI-powered assistance for Dynamics 365 Sales and Viva Sales, Dynamics 365 Marketing and Customer Insights, Dynamics 365 Business Central, Dynamics 365 Customer Service, and the Microsoft Supply Chain Centre.
Microsoft introduced artificial intelligence capabilities across its enterprise applications portfolio with the launch of Dynamics 365 Copilot and next-generation AI features for power virtual agents and AI Builder, enabled by Azure OpenAI service.
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