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Dynamics 365

Announcing automatic Copilot enablement in Customer Service

Starting January 19, 2024, Microsoft Copilot in Dynamics 365 Customer Service will be automatically installed and enabled in your Dynamics 365 Customer Service environment. This update will install the case summarization and conversation summarization features. These features are available to all users with a Dynamics 365 Customer Service Enterprise license, and/or digital messaging or Voice add-on license for conversation summary enablement.

If your organization has already enabled Copilot in Customer Service, there will be no change to your environment.

Key dates

  • Disclosure date: December 2023
    Administrators received a notification about the change in the Microsoft 365 admin center and Power Platform admin center.
  • Installation date: January 19 – February 2, 2024
    Copilot in Customer Service is installed and enabled by default.

Please note that specific dates for messages and auto-installation will vary based on the geography of your organization. The date applicable to your organization is in the messages in Microsoft 365 admin center and Power Platform admin center. Copilot auto-installation will occur only if your organization is in a geography where all Copilot data handling occurs “in geo.” These regions are currently Australia, United Kingdom, and United States. Organizations where Copilot data handling does not occur “in geo” must opt in to cross-geo data transmission to receive these capabilities.

What is Copilot in Dynamics 365 Customer Service?

Copilot in Customer Service is a key part of the Dynamics 365 Customer Service experience. Copilot provides real-time, AI-powered assistance to help customer support agents solve issues faster. By relieving them from mundane tasks such as searching and note-taking, Copilot gives them time for more high-value interactions with customers. Contact center managers can also use Copilot analytics to view Copilot usage and better understand how it impacts the business.

Why is Microsoft deploying this update?

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. The feedback we have received from customers who are already using Copilot has been overwhelmingly positive. Generative AI-based service capabilities have a profound impact on efficiency and customer experience, leading to improved customer satisfaction. This update applies only to the Copilot summarization capabilities, which integrate with service workflows and require minimal change management.

Learn more about Copilot in Dynamics 365 Customer Service

For more information, read the documentation: Enable copilots and generative AI features – Power Platform | Microsoft Learn