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Important
The 2025 release wave 1 plan covers all new functionalities planned to be delivered to market from April 2025 to September 2025. In this article, you'll find the product overview and what's new and planned for Microsoft 365 Copilot for Service.
Overview
Microsoft 365 Copilot for Service is an AI assistant that works with a customer service representative's CRM system and contact center investments. It unlocks an organization’s trusted knowledge to speed up onboarding and case resolution. It helps service representatives work more efficiently and improves the customer experience.
Copilot for Service automates service representative workflow tasks within CRM systems such as Salesforce and ServiceNow. With Copilot for Microsoft 365, it also automates other tools that customer service representatives use every day, like Outlook and Teams.
In 2025 release wave 1, we focus on providing the following capabilities:
- Expanded connectivity with any CRM system.
- Inline email summaries and email generation in third-party CRM systems.
Updates to Microsoft 365 Copilot for service 2025 release wave 1
Investment areas
Copilots embedded in CRM systems
Organizations don't need costly development time or rip-and-replace efforts. They just point to their data—such as public websites, SharePoint, knowledge base articles, and offline files—and in a few minutes create a copilot that unlocks generative AI-powered conversations across all their data. They can also use the built-in integrations for Salesforce, ServiceNow, Genesys, and Zendesk.
The copilot embedded in a CRM representative's desktop accelerates onboarding and case resolution. It improves efficiency and automates tasks so that representatives can focus on customers.
To learn more about the entire set of capabilities being delivered during this release wave, check out the release plan for Microsoft 365 Copilot for Service below: