Use proactive prompts and insights generated by Copilot-Customer Service

In this blog I will tell you about a new feature coming in a few days, with the help of copilot, customer service will become a tool that will deliver more information faster!

This new functionality allows users to discover and request Copilot without manually typing, which will save agents time and improve efficiency. This feature will be available on November 15, 2024.

This feature will be automatically enabled, unless you have previously opted out of Copilot in Dynamics 365 Customer Service.

What are the benefits?

• Contextual prompts that start at the beginning of a Copilot conversation.
• Follow-up suggestions for Copilot responses.
• The ability to discover add-ons through suggested prompts.
• The ability to understand the context of the case, conversation and email.
• Proactively generated information.

New functionality

This functionality will bring many benefits and will be activated automatically so stay tuned for the date to use it!

For more information:

[embed]Enable agent authentication for plugins Enable agent authentication for plugins to enhance security for Copilot in Dynamics 365 Customer Service.learn.microsoft.com

[embed]Use proactive prompts and insights generated by Copilot Proactive prompting enables agents to easily discover Copilot skills and prompt Copilot without having to type.learn.microsoft.com

I hope you find it helpful¡¡ 😊😊🙌

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