Microsoft Copilot for Service | Transform service

Copilot for Service unlocks an organization’s trusted knowledge to accelerate onboarding and case resolution, improve efficiency, and automate tasks for agents in their flow of work. Without costly development time, organizations can simply point to their data and, in a few minutes, unlock generative AI-powered conversations across their knowledge bases. And for agents, they can tap into this knowledge from the tools they use every day like Outlook and Teams, as well as other desktop software of choice.

• In the Microsoft Copilot chat experience, use Copilot to ask questions over cases and contacts, as well as summarize cases—all from CRM data.

• In Outlook, use Copilot to summarize and draft emails, access case summaries, browse and update CRM records, and schedule meetings informed by case summaries and other relevant information from CRM records.

• In Teams, use Copilot to browse and update CRM records during a meeting, as well as recap meetings, suggest follow-up action items, and create tasks that can all be saved to CRM systems directly from Teams.

• Embedded in agent desktops, enable generative AI-powered conversations across knowledge sources with pre-built integrations for Salesforce, ServiceNow, and Zendesk, as well as public websites, SharePoint, knowledge base articles, and offline files.

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