Tomorrow, Microsoft will release an update to enable and install Copilot automatically across Dynamics 365 Customer Service Enterprise environments.
The update will impact Microsoft’s CCaaS customers in its Australia, UK, and US regions.
After the installation, each customer will find Copilot available on the contact center agent desktop "by default".
At first, this default Copilot will only include case and conversation summarization features, which aim to standardize and accelerate post-call processing for agents.
However, other Copilot features – including the capability to auto-generate emails for agents – are not part of this update.
As such, Microsoft is giving the sizzle of its Copilot, but if contact centers want the sausage, then additional costs will come into play.
Sharing the announcement in a Microsoft blog post, Rushil Vora, Program Manager of Dynamics 365 Customer Service, stated:
We believe this update presents a significant opportunity to fundamentally alter the way your organization approaches service by quickly improving and enhancing the agent experience.
"This update applies only to the Copilot summarization capabilities, which integrate with service workflows and require minimal change management."
Microsoft has tested the deployment of Copilot across its contact center operations, claiming that it helped reduce average handling time (AHT) by 12 percent.
Yet, additional Copilot capabilities also contributed to these significant time savings.
Such features included the ability to auto-draft emails to customers and surface knowledge for agents from natural language inputs so they don’t have to open various applications.
However, these additional capabilities – as Vora suggested – require more change management as agents have to embrace new workflows, and leaders must prioritize knowledge management.
Whereas the default case and conversation summarization features may augment current processes for after contact work (ACW).
Vora suggests these summarization capabilities alone will make an invaluable addition to service-based operations. He said:
Generative AI-based service capabilities have a profound impact on efficiency and customer experience, leading to improved customer satisfaction.
Managers may be able to track this impact by using Copilot analytics to highlight how agents are using the application. Together with quality assurance (QA) data, this could offer insight into how Copilot impacts customer and agent experiences.
Although, it’s unclear whether this reporting will be available within the default version of Copilot.
Is Copilot By Default the Right Approach?
GenAI hit the headlines across 2023, and many stories questioned the possible risks posed by large language models (LLMs).