Microsoft is expanding Copilot’s contact center capabilities with the addition of AI conversation and chat summary features that are designed to reduce agent workloads.
In March this year, Microsoft launched Copilot in Dynamics 365 Customer Service, which provided AI-powered assistance to answer customer questions. It later released a demonstration of the solution in action.
Now, it has added two further use cases to the platform, coinciding with the launch of Genesys’ auto-summaries of customer conversations last week.
Rushil Vora, Program Manager, Dynamics 365 Customer Service at Microsoft, introduced ‘Copilot summarization’: “Support agents often have to manage complex and lengthy conversations and cases. These require a lot of time and attention to understand and resolve.
“Wouldn’t it be great if there was a way to quickly get the gist of what’s going on without having to read through every single message or all the information linked to a case?
“Now agents can use Copilot to ramp up fast. Copilot summarization automatically generates concise and informative summaries of conversations and cases in simple, intuitive natural language.
Agents can read these summaries in seconds and get up to speed on the most important details.
Copilot’s Conversation Summaries
Copilot can be used to create summaries of conversations involving virtual agent handoff to live support, agent consults, or conversation wrap-up notes via any voice conversation or digital message.
Conversation summaries can be requested at any moment during a conversation.
The summaries will isolate the important information exchanged within conversations, such as the name of the customer, the request or issue raised, the measures already undertaken, the status of the case, and any other relevant facts or data.
Summarisations will also reflect the customer and agent sentiment, as well as the action items and next steps.
Copilot’s Case Summaries
Case summaries can be accessed in a single click from within the case form, helping agents quickly decide on the next best steps.
It provides highlights from critical case fields, including Case Description, Case Title, Case Type, Customer, Priority, and Product.
The summarization tool also takes timeline records into consideration, such as emails, notes, and conversation summaries.
Agents can also be supported by the technology through the ability to view which agents have previously worked on a given case.
They are able to view previous communications and issues which have already been addressed.
According to Vora, case summarisations are valuable for transfers, collaborations, and resolutions when agents are documenting the case lifecycle.
Further value can be found through speeding up administrative tasks for multiday or long-running cases.
Customizing Copilot
Copilot’s summarisation features can be customized and extended in a number of ways.
Conversations summaries can be customized by admins to define which actions trigger summaries through the Customer Service admin center.
Admins may choose to enable conversation summaries for any combination of handoffs, consults, or conversation wrap-ups.
Case summaries can be adapted by admins to add summary cards to any form using the case entity in Power Apps, making it easier to extend the feature to applications used by support teams.
The Copilot Roadmap
Vora said that there will be monthly feature and enhancement updates to Copilot, which will lead to improved models and prompts, as well as higher quality responses by Copilot.
He shared two features that are already on its roadmap for Copilot: out-of-box analytics and SharePoint support for Copilot knowledge.
The analytics update will provide insights for managers into the way their agents are using Copilot, as well as its impact on their support metrics.
SharePoint support for Copilot knowledge lets businesses with support content outside of Dynamics connect to a SharePoint content source.
Vora also reiterated Microsoft’s commitment to responsible AI solutions.
Want to learn more about Copilot? If so, check out our article: Microsoft Showcases Copilot. Here’s How It Will Help Gain and Retain Customers
