Feature Review: Walkthrough of Customer Service Copilot

In this video, UG Expert and Microsoft MVP Kylie Kiser provides a comprehensive walkthrough of the features of Customer Service Copilot.

This episode is sponsored by Community Summit North America, the largest independent gathering of the Microsoft Business Applications ecosystem, taking place Oct. 13-17, 2024, in San Antonio, Texas. Register today to connect with thousands of users across the Microsoft business applications ecosystem at the for user, by user event.


01:04 — Kylie begins in the Customer Service Admin Center and highlights where the Copilot feature is. Using Copilot, users can prompt the tool to generate case summaries, write emails, or answer questions. In her example, Kylie asks it to generate a case summary.

02:14 — Within the Customer Service Admin Center, the Copilot-generated case summary will continue to develop in real-time. Since there is not much active history or sample data in her case, the summary isn’t very comprehensive.

03:50 — Next, Kylie asks Copilot to provide her with the next best steps. For the purpose of her example, she asks Copilot to give her next steps on a customer item that’s listed as damaged. As a response, Copilot directs her to fill out proper documentation and follow up with the customer.

05:09 — While working on the next steps, Copilot starts to draft an email to the customer which can be written in specific sentiments with AI, through the “empathize with feedback” prompt.

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