Copilot helps representatives by summarising cases and conversations, drafting replies and answering from knowledge, while a set of GA autonomous agents handles case creation, intent resolution, knowledge authoring and quality evaluation. Real-time AI voice self-service is delivered through the Customer Assist Agent in the companion Dynamics 365 Contact Center.
What it can actually do
Case Management Agent GA
Autonomously creates cases from voice, chat and digital conversations and predicts or updates case fields.
Customer Intent Agent GA
Discovers and learns customer intents and can resolve issues autonomously across Customer Service and Contact Center.
Customer Knowledge Management Agent GA
Authors and updates knowledge articles from resolved cases and interactions.
Quality Evaluation Agent GA
Evaluates case and conversation quality at scale across both human- and AI-led interactions.
Copilot for representatives GA · NA default
Summarise cases and conversations, ask knowledge-grounded questions, and draft email replies from case context.
Customer Assist Agent (Contact Center) GA · voice NA-hosted
Real-time speech-to-speech voice self-service that listens, reasons, handles interruptions and multi-intent calls, and escalates to a human with full context.
Honest limitations
- Voice caveat: the Customer Assist Agent is GA, but the real-time voice model is hosted in North America only; non-NA customers must allow cross-geo audio processing, and EU Data Boundary customers cannot use real-time voice at all (Dutch is among the eight GA-validated languages).
- Copilot text features default to North America; several (draft a chat response, generate knowledge drafts) are preview with limited region and language coverage.
- Usage-based Copilot Credits apply; simulations and the Case Management Agent’s shadow mode also consume credits.
Example prompts
- “Summarise this case for me.”
- “Draft a reply to this customer using our return-policy knowledge article.”
- Case Management Agent: a chat ends and the agent auto-creates a case, filling issue, contact, product and priority from the transcript.
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