Microsoft Dynamics 365 Customer Service provides AI-powered assistance through Copilot features that help customer service representatives improve productivity and streamline support operations.
One of the latest additions is Copilot immersive (preview), which introduces a conversational workspace experience directly inside Dynamics 365 Customer Service.
In this blog, we will explore how to enable Copilot immersive preview, configure the required settings, and test the conversational workspace experience.
Key Takeaways
- Copilot immersive (preview) introduces a dedicated AI-powered conversational workspace inside Microsoft Dynamics 365 Customer Service.
- Customer service representatives can interact with AI conversationally while managing support cases.
- AI-generated summaries help reduce manual effort and improve case understanding.
- Integrated Copilot assistance minimizes context switching and improves productivity.
- Multiple Copilot agents, including Customer Support and Admin Management (Preview), support different operational scenarios.
Business Scenario
Consider a customer support representative handling a product damage complaint.
A customer creates a support case stating that the delivered product was damaged, and replacement assistance is required.
Traditionally, the support representative would need to:
- manually review case details
- understand the customer concern
- search related information
- prepare a response for the customer
With Copilot immersive preview, representatives can access a dedicated conversational AI workspace directly inside Dynamics 365 Customer Service to interact with AI assistance more efficiently.
The representative can:
- attempt case summarization
- review contextual information
- interact conversationally with AI
- receive AI-powered assistance
- streamline customer support interactions
What is Copilot Immersive Preview?
Copilot immersive preview provides a dedicated conversational AI workspace within Dynamics 365 Customer Service... Read More
