Customer ServiceAugments Human LaborVerified
Reviewed and published by trentmaziarz, March 22, 2026. Discovered and drafted by our automated research pipeline.
Microsoft offers Copilot in Dynamics 365 Customer Service, an AI assistant for customer service agents, announced in March 2023. When an agent handles a customer issue, the AI reads the conversation in real time, suggests reply text, and retrieves relevant answers from knowledge bases, reducing time agents spend searching for information. Administrators must enable the feature; it is available by default to environments in the US, Australia, India, UK, and Europe.
Details
Announced March 6, 2023 as part of Microsoft's first Copilot for customer relationship management (CRM) and enterprise resource planning (ERP) software. The AI uses large language models powered by Azure OpenAI to draft email and chat responses, summarize case histories, analyze customer sentiment, and recommend knowledge articles. Microsoft deployed the tool with its own Customer Service and Support (CSS) team and reported a 12 percent reduction in average case handling time; in one support business, agents independently resolved 13 percent of cases that would have otherwise required help from colleagues. In June 2024, Microsoft announced Dynamics 365 Contact Center, a standalone Copilot-first cloud contact center product, which reached general availability on July 1, 2024.
Products affected
Dynamics 365 Customer ServiceDynamics 365 Contact CenterMicrosoft 365 Copilot for Service
Sources & Evidence
News Article
Company Disclosure
Other practices by Microsoft
OtherProject InnerEye is a Microsoft Research initiative that uses AI to analyze 3D medical scans — primarily CT scans used for cancer radiotherapy planning — and automatically highlight the areas that need treatment. Peer-reviewed research found it can complete this task up to 13 times faster than a clinician doing it manually, while staying within the range of human expert accuracy.OtherSeeing AI is a free Microsoft app for people who are blind or have low vision. It uses the phone's camera and AI to narrate the world around the user — reading text out loud, identifying products by barcode, describing scenes, and recognizing faces. It launched on iOS in 2017 and became available on Android in December 2023, supporting 18 languages.OtherWindows Recall is an AI feature for Windows 11 that continuously takes screenshots of everything on a user's screen and stores them locally, so the user can later search their own history by typing questions like "find that recipe I was looking at last week." Announced in May 2024, it faced immediate criticism from security and privacy experts and was delayed multiple times before a limited release.
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