Overview of Copilot for Service
With Microsoft Copilot for Service, you can create agent-facing copilots that boost agent productivity and improve customer satisfaction.
Agent-facing copilots work with your contact center content sources without requiring software or conversational AI development. The copilot instantly provides real-time responses from the content sources that you provide, which can include websites, SharePoint sites, offline files, and other external sources.
Copilot for Service also connects directly to knowledge bases such as Salesforce, ServiceNow, and Zendesk.
These integrations mean that you can add a copilot to your human agent's existing workflow, whether it involves their agent console, websites, or other apps.
Customize and set up your copilots
When you create or set up a copilot with Copilot for Service, you can:
- Specify and manage the content sources that your copilot uses to generate real-time responses.
- Set up the content source results to fit how your existing knowledge articles are organized.
- Set up conversational behavior, such as the greeting message that the copilot uses.
- Publish the copilot for a human agent to access in their normal workflow.
Extend with Microsoft Copilot Studio
You can extend Microsoft Copilot for Service with Microsoft Copilot Studio. For example, you can:
- Boost agent productivity further with powerful Copilot for Service actions. For example, instead of providing information on how to use an online tool to view a customer order status, the copilot can directly call an API to provide the order status.
- Add more custom knowledge sources to the copilot. For example, you could add proprietary knowledge bases for the copilot's real-time responses.
- Set up authentication to ensure that only authorized agents can use the copilot to access information.