In February, we announced the general availability of Copilot for Service, which helps organizations realize the benefits of generative AI by extending their existing investments in CRM and contact center solutions. Copilot for Service helps quicken agents’ time to resolution by assisting them with common tasks using the full context of the customer journey. 

With prebuilt integrations for common CRMs, you can embed Copilot for Service inside the agent desktop to help agents be more productive and create seamless customer experiences across channels.  

On July 1, we are introducing several new capabilities in Copilot for Service to further support agents working in their CRM of choice. 

Email assistance

Copilot can help agents draft emails to answer customer queries. Using the context of customer records and actions, such as cases and emails, Copilot can provide an email draft written in the voice of the organization. Agents can review and alter the draft as needed before sending, and they can adjust the tone. With Copilot, agents can spend less time authoring and more time helping customers solve complex issues. 

Context-aware multiturn chats 

When an agent is involved in a customer conversation, they sometimes encounter difficult questions they can’t answer on their own. Instead of making a customer wait while they ask a colleague or conduct research, agents can ask Copilot a question. Copilot identifies the agent’s intent and understands the context of CRM data, including customer records and cases, so it can provide answers tailored to service scenarios and better support the resolution of customer issues.

Case summarization 

With case summarization capabilities, Copilot understands which case an agent may be working on and summarizes the details for them, so agents can ramp up on their assigned cases faster. Armed with the most important aspects of a case, agents can then reduce time to resolution for customers. And because Copilot understands the context of CRM data, agents can be confident that they are giving customers the most informed answers.

Real-time streaming 

When agents use Copilot to write an email response or ask a question, including multiturn questions, they can read the generated responses on the user interface incrementally, without having to wait for the entire response to be generated. Agents can also choose to stop Copilot from generating a response and start fresh. This helps reduce wait times and gives agents a chance to refine their requests if needed. 

Learn more

These features will begin rolling out on July 1. You can access them by selecting the Start with Microsoft Copilot option when using the Copilot for Service landing page.

Read the documentation to learn more.  

Find out how you can make Copilot for Service part of your Contact Center as a Service solution.   

The post Use expanded Copilot for Service capabilities in your CRM appeared first on Microsoft Dynamics 365 Blog.

Copilot AI is reshaping customer service just like it’s changing every other aspect of business operations. Before now, customer service managers had no way to gauge the results of their efforts to incorporate AI in their practices. Copilot analytics in Dynamics 365 Customer Service fills that gap, offering deep insights into the operational impact of an organization’s investment in AI-enhanced customer service.

Key metrics and insights

To view Copilot analytics, go to Customer Service historical analytics and select the Copilot tab. Here, comprehensive metrics and insights provide a holistic perspective on the value that Copilot adds to your customer service operations. 

Usage metrics

• Daily Active Users: The number of individual agents who engaged with Copilot at least once in a day over the specified date range
• Total Copilot AI Responses: The aggregate number of responses that Copilot provided in a day over the specified date range
• Number of Responses Used: The number of Copilot responses from which an agent copied text
• Percentage of Copilot AI Responses Used: The proportion of Copilot responses from which agents copied text 

Productivity metrics: Cases 

• Total Cases Resolved: The aggregate number of cases that agents resolved while Copilot was available 
• Number of Cases Resolved Using Copilot AI: The number of cases that agents resolved with Copilot’s help 
• Percentage of Cases Resolved Using Copilot AI: The proportion of cases that agents resolved with Copilot’s help 
• Average Days to Close for Cases: The average number of days it took agents to resolve cases, with and without Copilot’s help 
• Case Throughput: The average number of cases that agents resolved per day, with and without Copilot’s help 

Productivity metrics: Conversations 

• Total Conversations: The aggregate number of agent-customer interactions that involved Copilot 
• Number of Conversations Using Copilot AI: The number of completed conversations in which Copilot played a role 
• Percentage of Conversations Using Copilot AI: The proportion of conversations in which Copilot played a role 
• Average Conversation Handle Time: The average duration of conversations in which Copilot played a role 
• Conversation Throughput: The average number of completed conversations (excluding emails and voice interactions) per day in which Copilot played a role 

Satisfaction metrics 

Agent Ratings: Agents’ ratings of Copilot’s responses, both positive and negative 

The potential of Copilot analytics 

Copilot analytics gives leaders of organizations that use Dynamics 365 Customer Service a comprehensive toolset to assess the impact of Copilot on their customer support functions. By analyzing key metrics, supervisors and managers can make informed decisions, optimize processes, and elevate levels of customer satisfaction. 

It’s important to recognize that Copilot analytics is a transformative asset for customer service organizations. As you explore its capabilities, you’ll find that its insights have the potential to drive improvements in the productivity of your customer service teams. 

AI solutions built responsibly 

Enterprise grade data privacy at its core. Azure OpenAI offers a range of privacy features, including data encryption and secure storage. It allows users to control access to their data and provides detailed auditing and monitoring capabilities. Copilot is built on Azure OpenAI, so enterprises can rest assured that it offers the same level of data privacy and protection. 

Responsible AI by design. We are committed to creating responsible AI by design. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society. 

Learn more about Copilot analytics

Watch a video to learn how copilot AI searches company knowledge sources and generates optimized responses in a single click. 

Read the documentation:  

• View analytics for Copilot impact (preview) | Microsoft Learn 

• Supported regions and languages, and service limits for analytics and insights | Microsoft Learn

The post Analyze the impact of AI-enhanced customer service with Copilot analytics  appeared first on Microsoft Dynamics 365 Blog.