Customer communication centres are no longer just about “taking calls”; they’re about managing requests end-to-end across multiple channels at the same time—email, live chat, WhatsApp/digital messaging, web forms, and social channels. In this session, we’ll demonstrate how the built-in Copilot capabilities in Dynamics 365 Customer Service (CE) transform the agent experience: conversation and case summaries, suggested replies, knowledge search, next-action recommendations, automated documentation, and wrap-up notes.

We’ll also share a practical roadmap for turning Copilot into a true Agent Assist / Contact Centre brain by using Copilot Studio to design organisation-specific actions—such as order status lookups, warranty checks, appointment scheduling, and initiating return processes.