Copilot in Dynamics 365 Customer Service

Name: Copilot in Dynamics 365 Customer Service
Start: 2023-12-28T11:49:45Z
End: 2023-12-28T12:20:45Z

Frode Stenstrøm and Oscar demoed Copilot for customer service and field service in Dynamics 365, with case summaries and work orders from email.

Frode Stenstrøm

Contributor:Oscar Høvik

Held: December 28, 20232 min read

In briefShow moreFrode Stenstrøm and colleague Oscar demonstrated Copilot for service in Dynamics 365, covering both customer service and field service.

Frode Stenstrøm and colleague Oscar demonstrated Copilot for service in Dynamics 365, covering both customer service and field service.
Copilot can connect to over 1,100 ready-made connectors to pull knowledge from multiple sources, and works inside Dynamics, Outlook and Teams.
In case handling, they showed Copilot generating case summaries and suggested replies based on prior dialogue and configured knowledge sources.
In field service, they showed Copilot creating a work order directly from an incoming email, with category and priority suggested automatically.
The live demo hit technical problems along the way, and some features, such as the field-service "recap", could only be shown as screenshots since they were not yet available in the test environment.

Frode Stenstrøm and colleague Oscar from ProsessPilotene hosted this webinar on Copilot for service in Dynamics 365. They noted that "service" covers more than classic customer service, also including field service, that is, planning and following up work orders and resources out at the customer's site.

In the customer service section, Oscar showed how Copilot can connect to over 1,100 connectors to pull knowledge from multiple sources, including Microsoft's own systems and third-party tools such as ServiceNow, and use this while handling cases in Dynamics, Outlook or Teams. Copilot generated case summaries and suggested customer replies, citing the sources the information came from.

In the field service section, they showed how Copilot can read an incoming email and suggest creating a work order, with category and priority pre-filled, plus a suggested booking time based on available capacity. Some newer features, such as a consolidated "recap" of a field service case, could only be shown as screenshots since they were not yet available in the test environment.

The demo ran live and was interrupted by network issues during a couple of the walkthroughs. Frode Stenstrøm noted that Norwegian-language support for Copilot was expected in the first half of 2024, and closed with a brief preview of Copilot Studio, to be covered in a separate webinar.

Watch the recording

Foredragsholdere

Frode Stenstrøm
Gründer og teknologistrateg
Som gründer og teknologistrateg i ProsessPilotene jobber jeg med å hjelpe virksomheter forstå og bruke teknologi som en strategisk kraft for bedre arbeidsprosesser, kundeopplevelser og beslutninger. Rollen kombinerer forretningsutvikling, teknologirådgivning, virksomhetsarkitektur og formidling. Jeg arbeider særlig i skjæringspunktet mellom AI, CRM, digitale plattformer, data, analyse og fremtidens arbeidsliv. En sentral del av rollen er å være brobygger mellom ledelse, fagmiljøer og teknologi. Det handler om å gjøre komplekse teknologiske muligheter forståelige, vurdere hva som faktisk skaper verdi, og bidra til at digitale løsninger blir en naturlig del av hvordan virksomheter jobber. Jeg bruker også rollen til å formidle faktabaserte perspektiver på hvordan AI og teknologi påvirker ledelse, organisasjoner, ansatte og kunder.
Oscar Høvik
CRM-Konsulent