Drafting Emails with Copilot in Customer Service
Customer service agents are constantly juggling multiple cases and striving to respond quickly while maintaining quality and personalization. Dynamics 365 Customer Service’s Copilot feature offers a powerful solution by enabling agents to draft personalized emails in just seconds, using the context from the case they’re working on and relevant knowledge base articles.
UG Expert Kylie Kiser explains how AI-powered capability helps teams handle cases faster, respond more consistently, and move through their queues efficiently.
Key Takeaways:
- Draft emails in seconds: Copilot generates personalized email responses directly within the Customer Service Hub or Customer Service Workspace by analyzing case details and pulling relevant information from your knowledge base.
- Multiple drafting options: Agents can choose from prebuilt prompts such as “empathize with feedback” or “resolve the customer’s problem,” or create custom prompts, such as “suggest a time to meet,” to tailor responses to specific situations.
- Flexible access points: Draft emails directly from the timeline by clicking the plus button and selecting email, or use the Copilot side pane to generate email content and get suggested responses without leaving the case view.
- Copilot, not autopilot: While Copilot significantly speeds up response times and improves consistency, agents should always review generated content for accuracy and continue updating the knowledge base to improve future AI suggestions.
