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Important
The 2025 release wave 2 plan covers all new functionalities planned to be delivered to market from October 2025 to March 2026. 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 2, we focus on expanding connectivity with CRM systems and improving insights and suggested drafts for email communications.
Updates to Microsoft 365 Copilot for Service 2025 release wave 2
Investment areas
Administrator experiences
To configure Copilot for Service, use the administrator experiences to set up agent-facing copilots powered by generative AI. You can also configure and customize the copilots you deploy in Outlook and Teams.
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: