Microsoft Copilot for Service

Microsoft Copilot for Service is a generative AI-powered tool designed to modernize contact centers by enhancing service experiences and boosting agent productivity. This software integrates with existing systems and tools, leveraging AI to improve efficiency and automate tasks in customer service environments.

Key features:
- Data Integration: Connects to various data sources, including CRM systems, contact center systems, and knowledge bases, to enable AI-powered conversations.
- Out-of-the-Box Integrations: Supports integrations with popular services like Salesforce, ServiceNow, and Zendesk, as well as existing websites and files.
- In-Flow Tools: Provides tools embedded within the agents' daily workflow, such as Microsoft 365 apps, to help with case resolution and task automation.
- Microsoft 365 Integration: Includes Copilot for Microsoft 365, allowing agents to use Copilot in Outlook and Teams for summarizing cases, updating CRM records, and drafting emails.
- Tailored Solutions: Allows customization to meet the unique needs of different contact centers, ensuring that the solution fits specific operational requirements.

How it works:
1. Users interact with Microsoft Copilot for Service through a web app interface integrated into their existing contact center systems.
2. The tool is designed to be used within the agents' current workflow, making it accessible through Microsoft 365 apps like Outlook and Teams.
3. Agents can use Copilot to draft email responses to customer queries directly within Outlook, or to summarize cases during Teams meetings.

Integrations:
Salesforce, ServiceNow, Zendesk, Microsoft 365 Apps (Outlook, Teams, etc.)

Use of AI:
Microsoft Copilot for Service uses generative AI to enhance service experiences. It employs advanced AI models to understand and generate human-like text, enabling it to assist with tasks such as drafting emails, summarizing cases, and automating routine tasks.

AI foundation model:
The specific AI foundation model or Large Language Model (LLM) used is not detailed in the provided information, but it is part of Microsoft's broader AI capabilities.

Target users:
- Contact Centers looking to modernize their operations with AI-powered tools
- Customer Service Teams aiming to improve productivity and service quality
- Businesses that already use Microsoft 365 and want to enhance their service capabilities with AI

How to access:
Microsoft Copilot for Service is available as a web app integrated into existing contact center systems and Microsoft 365 apps. Pricing is set at $50 per user per month with an annual commitment. For customers with existing Copilot for Microsoft 365 licenses, the additional cost is $20 per user per month.