Copilot Cowork: From conversation to action across skills, integrations, and devices
Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you.
Customer service
Elevate your customer service with Microsoft Dynamics 365 insights and tools that drive satisfaction and loyalty. Treat every interaction as an opportunity to delight and retain customers through intelligent, streamlined support solutions.
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Driving empathetic customer conversations with Email Sentiment
Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply. -
Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center
Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to support compliance and trust. -
Introducing Service Operations Agent in Dynamics 365 Contact Center
We are excited to preview Service Operations Agent. -
Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. -
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations. -
Meet Your Agentic Contact Center
Dynamics 365 Contact Center introduces a coordinated agent model where AI agents work together across engagement, quality, and operations for better outcomes. -
Trigger post-call actions using caller hang-up events
In contact centers, a voice conversation does not end when the call disconnects. -
Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026
The promise of agentic service requires more than just automation; it demands a unified context and intelligence layer that travels with the work. -
2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Copilot Studio offerings
We’re excited to publish the 2026 release wave 1 plans for Microsoft Dynamics 365, Microsoft Power Platform, and Role-based agents in Microsoft 365 Copilot. -
A new way of working is taking shape: Frontier Transformation
We’re taking a significant step forward in bringing agentic business applications to life across Microsoft 365, Dynamics 365, and Microsoft Power Platform. -
The era of agentic business applications arrives at Convergence 2025
At Convergence 2025, December 9–12, we’ll explore how organizations can build an AI-first autonomous enterprise powered by data, copilots, and agents working together across Microsoft Dynamics 365 and the Microsoft Cloud.
