Use Copilot to solve customer issues

Copilot is an AI-powered tool that revolutionizes the agent experience in Dynamics 365 Customer Service. It provides real-time assistance to resolve issues faster, handle cases more efficiently, and automate time-consuming tasks so you can focus on delivering high-quality service to your customers.

License requirements

Prerequisites

Make sure that your administrator has turned on the Copilot features.

Ask a question

When you sign in to any of the Customer Service agent apps, Copilot opens in the right side panel with the Ask a question tab ready. Copilot acts as your partner, helping to answer questions without your having to search for the information.

Draft questions

You can ask free-form questions just as you'd ask your colleague or supervisor who might know the 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 has 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?"

Use auto-prompts

When you have an active case or conversation open, Copilot suggests prompts based on the context of the case or the conversation. Copilot generates prompts only for the first question and not for follow-up questions. Copilot generates the prompts as follows:

• For a case, Copilot considers the title, description, notes, and emails linked to the case.
• For a conversation, Copilot considers the intent in the first three messages to generate a prompt, and then every third message to refresh the prompts. You can select a prompt to generate a response.

View responses

Copilot streams the generated responses on the UI incrementally, and you can view the responses as they are generated. You can also select Stop responding for Copilot to stop generating responses, allowing you to start afresh.

In the Copilot's response you can see citation numbers that show the knowledge base or website links from which Copilot drew the response. When you select the citation, you can see an inline link to the source.

Translate responses

If your administrator has enabled translation, you can select Translate and then select your preferred language to translate the response to that language. You can also select Show original to translate the response back to the original language.

Use targeted phrases in Copilot to get responses from plugins (preview)

If your administrator has configured prompt plugins, you can use targeted keywords to gather quick information about the case that you are working on. For example, you can use the following steps to get the account summary of a case. If Copilot doesn't find any details that match the term, then it falls back to the knowledge source to display the resolution from the configured knowledge articles.

1. Open the case that you need to work on and then enter Get account summary in the Copilot Ask a question pane. Copilot summarizes the account details of the customer whose case you have opened and displays it.

2. Select Check sources. The plugin that's used for generating the summary is displayed.

3. You can use the options on the Copilot pane to edit or copy, and provide feedback on the response.

   

Use the responses

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.

Clear chat to start over

After a customer conversation has ended, or if you want Copilot to disregard the conversation so far, select Clear chat at the bottom of the Copilot pane.

Provide feedback

To rate the usefulness of Copilot's responses, select the thumbs-up or thumbs-down icon.

Draft a chat response (Preview)

Use Copilot to draft chat responses when you're in a conversation with a customer.

Generate a chat response

Select the one-click response generation button at the lower-right corner of the Conversation control panel and at the lower-left corner of the Copilot pane. Copilot analyzes the context of the conversation and the latest customer question or message, and drafts a response to send directly to the customer. You don't need to manually type the question.

See also

Understand Copilot language support
Manage copilot features in Customer Service
Responsible AI FAQ for copilot features
FAQ for Copilot in Customer Service