Copilot in Dynamics 365 Customer Service

D365 Customer Service Copilot Features

Once enabled, users will find the Copilot pane on the right side of their screen. To open Copilot, users simply click on it, and Copilot will open. Depending on where in the system users are, they will either see two tabs named ‘Ask a Question’ and ‘Compose an Email,’ or one section within a case called ‘Case Summary.’ Each of these can perform different actions, detailed below.

Ask a Question

Similar to ChatGPT, the ‘Ask a Question’ functionality within Copilot allows users to pose any question, and the system will generate an answer. The knowledge used to answer these questions comes from both internal and external sources established during your system’s implementation. This feature enables customer service agents to quickly find the answers they need, making it easier and faster to resolve cases.

Compose an Email

Responding to clients can be time-consuming, especially when email responses often share similarities. Copilot in D365 Customer Service streamlines the email response process by allowing users to create responses within seconds. The emails created by Copilot are based on the individual case, taking into account factors such as previous inquiries and product details. Once created, users can easily edit responses or simply copy and paste the email.

By default, Copilot offers predefined email prompts such as “suggest a call,” “request more information,” “empathise with feedback,” “provide product/service details,” and “resolve the customer’s problem.” Should users require responses beyond these predefined options, custom prompts can be used. This functionality not only speeds up the response rate of your customer service agents but also makes it possible to personalise communications quickly, ensuring that agents provide the best possible service to your clients.

Summarise a Case

Customer service cases, especially complicated ones, often go through various agents. Because of this, agents may spend significant time understanding the current status of a case and the progress made towards its resolution. Copilot empowers customer service agents to summarise cases with a simple click of a button. The summary generated provides an overview of key issues, actions taken, and outcomes achieved, enabling agents to quickly understand where a case stands and the next actions needed.

To access this feature, users need to select a case from the list of cases in D365 Customer Service and click on the expand arrow beside the ‘Case Summary’ section. Once opened, Copilot swiftly generates a summary.

New Features Coming to Copilot in Customer Service this Year

Microsoft recently released the upcoming new features for Dynamics 365 in their Wave 2 Release 2024. New features announced for Copilot in Dynamics 365 Customer Service are:

• Plugin Support: Copilot will support plugins, streamlining tasks by connecting Dataverse directly to Copilot and minimising tab switching.
• Proactive Prompts: Copilot provides users with proactive prompts designed to enhance efficiency and improve customer interactions. This feature includes:
• Contextual Prompts: Copilot offers suggestions based on the current context, helping users respond more effectively and quickly.
• Follow-up Suggestions: After an initial interaction, Copilot suggests relevant follow-up actions or responses to maintain engagement and address customer needs.
• Plugin Discovery: Copilot helps users discover useful plugins and tools that can streamline their workflow and improve performance.

And more including productivity improvements such as an improved drag-and-drop experience for email attachments and an enhanced recipient interface.

Advantages of Using Copilot in Dynamics 365 Customer Service

While there are numerous benefits of Dynamics 365 Customer Service, Copilot brings additional specific advantages that further enhance the platform’s value:

• Quick Information Retrieval: Instantly access answers to questions from internal and external knowledge bases, reducing the time spent searching for information.
• Efficient Email Composition: Generate personalised email responses rapidly, allowing agents to handle more inquiries in less time.
• Streamlined Case Summaries: Quickly create case summaries to keep all team members up-to-date without manual effort.
• Enhanced Personalisation: Tailored responses ensure customers feel valued and understood, improving overall satisfaction.
• Consistency in Communication: Standardised templates and AI-generated content help maintain a consistent tone and quality in customer interactions.
• Reduced Training Time: New agents can quickly get up to speed by leveraging AI to understand case histories and suggested responses.

Want to explore more about Dynamics 365 Customer Service? Get in touch with our team, and we will be more than happy to help you. Email us at info@pragmatiq.co.uk, call us on 01908 038110, or fill out the contact form.