Where it runs
Runs inside Dynamics 365 Customer Service for contact centre and support teams.
Dynamics 365 Customer Service
Why it exists
Agents open a case and start reading. Triage depends on tenure, handoffs lose context, and the same issue is solved differently by every queue.
What it does
Service agents that summarize the case on arrival, route on intent and severity, suggest the next best action from resolved history, and draft the customer response for the human to send.
What changed
- Shorter handle time and faster first response
- Consistent resolution paths across queues
- New agents productive far sooner
Built with
- Dynamics 365 Customer Service
- Copilot Studio
- Dataverse