Learning Plan Resources for Copilot and AI capabilities in Customer Service
Copilot
Copilot in Dynamics 365 Customer Service empowers agents to deliver exceptional customer care. Dynamics 365 Copilot drafts contextual answers to queries in both chat and email, in addition to providing an interactive chat experience over knowledge bases and case history so this AI-powered expertise is always available to answer questions. We’re also making it easier for customer service departments to build virtual agents in minutes with conversation boosters in Power Virtual Agents, which harnesses the power of Azure OpenAI Service and Bing to provide answers from company websites and internal knowledge bases that you choose.
- Overview of the feature (1 minute)
Fundamentals
- Dynamics 365 Copilot website
- Setting up demo environment
- Decks for customer presentation (Requires partner login)
- Draft emails using Copilot feature
- Ask a question using Copilot feature
- Draft a chat response using Copilot
- Summarize cases using Copilot
- Summarize conversations using Copilot
- View analytics for Copilot impact
- Configure Copilot features for custom case forms and custom apps
Workshop
Azure OpenAI Service model
The Azure OpenAI Service generative text capability is a powerful tool in AI Builder. It allows you to create custom AI capabilities quickly and easily for natural language processing (NLP). This capability enables you to build scenarios such as summarization, information extraction, autogenerate response, classification, translation, and more. It also allows you to use large language models to generate new text, which can be used for a variety of purposes.
