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.

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.