Microsoft
68TriVista score
Dynamics 365 Customer Service Copilot
Microsoft's customer service platform with a Copilot that drafts replies and five built-in autonomous service agents, tied into Teams.
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Dynamics 365 Customer Service Copilot vs PolyAI
Compare up to four tools by their main job, cost, setup requirements, and data security. Choose two to four tools below.
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Customer Service and Contact Center AI
Costs are planning estimates, not vendor quotes. See the assumptions below.
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PolyAI
76TriVista score
PolyAI
AI voice agents for customer service phone lines, built on the vendor's own conversational model, for contact centers with mainly call volume.
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Dynamics 365 Customer Service Copilot68 TriVista score
PolyAI76 TriVista score
Category rank
Tied #11
#4
Research confidence
Some support
Some support
Cost
Tool
Dynamics 365 Customer Service Copilot68 TriVista score
PolyAI76 TriVista score
Plans and pricing
Commercial / enterprise. Planning allowance - confirm current public price or quote
Commercial / enterprise. Planning allowance - confirm current public price or quote
First year
$125.4KBase estimateLow $79.9K · High $201.1K
$125.4KBase estimateLow $79.9K · High $201.1K
Per user or unit
$125.4KBase estimateLow $79.9K · High $201.1KPer production deployment, first year
$125.4KBase estimateLow $79.9K · High $201.1KPer production deployment, first year
Three years
$261.9KBase estimateLow $174K · High $403.6K
$261.9KBase estimateLow $174K · High $403.6K
Cost assumptions
Based on 1 production deployment. This is a planning allowance, not verified product pricing. Confirm the vendor’s billing unit and current price or quote before budgeting.
This scenario uses a category-based allowance, not a verified price for this product. Based on 1 production deployment. Confirm the vendor’s billing unit and current price or quote before budgeting.
Setup and security
Tool
Dynamics 365 Customer Service Copilot68 TriVista score
PolyAI76 TriVista score
Setup requirements
Confirm current product identity, commercial packaging, data processing terms, sign-in and access rules, retention, integrations, support model, implementation effort, and rollback conditions.
Confirm current product identity, commercial packaging, data processing terms, sign-in and access rules, retention, integrations, support model, implementation effort, and rollback conditions.
Data and security
Confirm encryption, how the vendor uses your data, customer data separation, how long data stays and how to delete it, activity records, sign-in and user setup, where data is handled, other companies that process data, past incidents, and what your team must manage.
Confirm encryption, how the vendor uses your data, customer data separation, how long data stays and how to delete it, activity records, sign-in and user setup, where data is handled, other companies that process data, past incidents, and what your team must manage.
Recommended next step
Same for all selectedVerify identity, package, availability, ownership, pricing, and security evidence before approving a pilot
Before you choose
Test the shortlisted tools on the same task with the same success criteria. Confirm current pricing, data terms, and setup requirements, and resolve any research holds before approving a pilot. Scores rank tools within their own category, not across all tools.
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