This presentation focuses on using Microsoft Copilot Studio within Dynamics 365 Customer Service and Contact Center to revolutionize customer interactions. It will demonstrate how Copilot Studio can provide seamless self-service options for customers through voice and chat channels, enhancing their service experience and customer satisfaction.

Key highlights of the presentation include:

Self-Service Features: Learn how Copilot Studio empowers customers to resolve their queries independently using advanced AI-driven voice and chat interactions, reducing wait times and improving overall service efficiency.
Integration into the Agent Workspace: Discover how Copilot Studio integrates into the agent workspace via Dynamics 365 Copilot, providing real-time support and insights to help agents serve customers more effectively. Features such as automated responses, knowledge base suggestions, and workflow automation will be showcased to streamline agent tasks and boost productivity.
Extending Dynamics 365 Copilot to Additional Data Sources and Actions: Gain insights into how you can extend Copilot's capabilities by integrating it with additional data sources and actions. Leveraging data from various systems to provide more accurate and timely information enables a more comprehensive and personalized customer experience.

duration: 30min + Q&A
level: 100
audience: IT- and Business decision-makers
format: presentation with live demos