Our Latest News
Enhance productivity with Copilot-recommended email templates
In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. Copilot-powered email template recommendations deliver both by instantly suggesting the right template for every interaction helping agents respond...
Customer Feedback Survey Agent is now generally available
We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel. Building on the capabilities offered in the public preview, you can now configure...
Let it close itself: Smart, autonomous case closure is here
What’s one of the most persistent challenges in customer service? The last mile. A resolution might be proposed, but what happens next often falls into a gray zone. Agents are waiting for a response, customers are going silent, SLAs are creeping past their due...
Microsoft Ignite 2025: Copilot and agents built to power the Frontier Firm
At Microsoft Ignite 2025, we introduced new capabilities in Microsoft 365 Copilot to help every customer become Frontier—including Work IQ, Word, Excel, and PowerPoint agents in chat, and Agent 365. The post Microsoft Ignite 2025: Copilot and agents built to power the...
Microsoft Agent 365: The control plane for AI agents
Whether your agents are created with Microsoft platforms, open-source frameworks, or third-party platforms, Agent 365 helps you deploy, organize, and govern them securely. The post Microsoft Agent 365: The control plane for AI agents appeared first on Microsoft 365...
Microsoft Ignite 2025: Powering Frontier Firms with agentic business applications
In this article Transforming sales with Sales Development AgentFrom System of Record to System of ActionJoin the movement to the Frontier with Copilot, agents, and agentic business applications Frontier Firms put Copilot, agents, and agentic business applications at...
Why Microsoft Copilot Studio is the foundation for agentic business transformation
Explore new Microsoft 365 Copilot and Copilot Studio updates to shape agent behavior, meet organizational needs, and drive business transformation. The post Why Microsoft Copilot Studio is the foundation for agentic business transformation appeared first on Microsoft...
Revolutionizing customer support with autonomous case resolution
In today’s fast-paced digital landscape, customer expectations are higher than ever. They demand swift, accurate, and personalized support—without the friction of long wait times or repetitive interactions. Autonomous case resolution will redefine how support cases...
Effortlessly create and update cases with Case Management Agent
Customers expect quick and smooth help when they reach out to customer support—whether it’s about a delayed order, a product question, or a service issue. Good case management means keeping track of all these requests and associated customer conversations to make sure...
Listening, Learning, and Delivering: Field Service Upgrades for Everyday Scheduling
Over the last few months, our scheduling team has focused on strengthening the core product by addressing the real-world needs of dispatchers, admins, frontline workers, and managers. At Microsoft, our commitment to continuously improving the Field Service experience...
Building trust and consistency: The evaluation framework behind QEA
In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments. Now, let’s dive deeper into the evaluation framework at the heart of QEA – the blueprint that...
What’s new in Copilot Studio: October 2025
In this edition of our monthly roundup, we’re recapping the most exciting new features Microsoft Copilot Studio released in October 2025. The post What’s new in Copilot Studio: October 2025 appeared first on Microsoft 365 Blog.
Recent Comments