Dynamics 365 Customer Service Copilot

Dynamics 365 Customer Service is Microsoft's customer service platform, with Copilot as its built-in generative AI layer. Support reps use Copilot to draft replies, get suggested knowledge articles, and see real-time sentiment during a case. The platform ships five purpose-built autonomous agents: one manages case handling, another keeps knowledge articles current, a third flags self-service opportunities, and a fourth reviews conversation quality. Copilot Studio lets teams build custom agents too. It integrates with Microsoft Teams for internal collaboration and supports over 1,000 prebuilt flows through Power Automate. Microsoft was named a Leader in the 2026 Forrester Wave for Customer Service Solutions.

This fits a company already using Microsoft 365 and Teams, since Copilot and the service agents plug right into that setup without adding a new interface. The Professional tier runs near $50 per user per month for basic case management; Copilot and the autonomous agents need the Enterprise tier at about $105 per user per month, and a Premium tier near $195 adds contact center features. Confirm current numbers with Microsoft, since they change. A sensible pilot is turning on Copilot for one support queue and checking draft-reply quality before enabling the autonomous case agent. Because the platform depends on Power Platform licensing and setup, plan for an administrator with Dynamics or Power Platform experience, since a support manager alone may not configure it well.