Empower agents to draft case-based knowledge articles with Copilot
Knowledge is the lifeblood of customer service organizations. Timely access to the most accurate and relevant knowledge articles critically influences agents’ productivity and ability to deliver exceptional customer support and boost CSAT scores.
Agents rely on the availability of an up-to-date knowledge base. Additionally, they bring a wealth of tacit insights and personal competency to troubleshoot and resolve customer cases. However, once resolved, these valuable knowledge insights remain trapped unless documented by someone—whether knowledge authors or agents. This process requires additional effort, time, and specialized writing skills. It may also be outside the agents’ core priorities, especially in high-velocity support operations.
Harvesting such tacit knowledge insights from resolved cases into mainstream knowledge articles can significantly help other agents discover and reuse them, accelerating overall knowledge sharing.
Introducing knowledge draft assist in Dynamics 365 Customer Service
We’re thrilled to announce the launch of knowledge draft assist, now in preview. This Copilot feature helps agents generate knowledge draft proposals from resolved case data.
How does it work?
As the agent resolves a case, they can now click the Propose new knowledge using this case checkbox. This triggers Copilot to auto-generate an initial knowledge draft from a set of important case data. Copilot uses case descriptions, email exchanges, summaries, and agent notes to quickly draft a knowledge article. The agent can further revise the article using multi-turn prompts in natural language.
This auto-generated knowledge draft encompasses symptoms, root causes, troubleshooting steps, and insights. The draft adheres to industry-standard Knowledge-Centered Service (KCS) format. The agent can validate the draft and send it for further content quality and compliance checks to downstream reviewers for approval and publishing.
Next-generation AI that is ready for enterprises
Microsoft Azure OpenAI Service offers a range of privacy features, including data encryption and secure storage. It also allows users to control access to their data and provides detailed auditing and monitoring capabilities. Microsoft Dynamics 365 is built on Azure OpenAI, so enterprises can rest assured that it offers the same level of data privacy and protection.
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We are committed to creating responsible AI by design. Our work is guided by a core set of principles: fairness, reliability and safety, privacy and security, inclusiveness, transparency, and accountability. We are putting those principles into practice across the company to develop and deploy AI that will have a positive impact on society.
Learn more about drafting knowledge articles with Copilot
Watch a quick video introduction.
For more information, read the documentation:
- Enable Copilot to suggest knowledge from cases in Customer Service admin center
