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An AI system includes not only the technology, but also the people who use it, the people affected by it, and the environment it exists in. Microsoft's Responsible AI FAQs are intended to help you understand how AI technology works. The FAQs discuss the choices that system owners and users can make that influence system performance and behavior. The FAQs also focus on the importance of thinking about the whole system, including the technology, the people, and the environment. You can use Responsible AI FAQs to better understand specific AI systems and features that Microsoft develops.
Responsible AI FAQs are part of a broader effort to put Microsoft's AI principles into practice. Learn more at Microsoft AI principles.
What are the AI features in Microsoft 365 Copilot for Service?
Ask a question: The first tab that customer service representatives (service representatives or representatives) see when they activate the Copilot help pane. It's a conversational interface with Copilot, which helps provide contextual responses to the service representatives’ questions. Copilot’s responses are based on both internal and external knowledge sources provided by your organization during setup.
Write an email: The second tab on the Copilot help pane that helps service representatives quickly create email responses based on the context of the case. This reduces the time users need to spend to create emails.
Summarize a case: Copilot provides service representatives with a summary of a case on the Ask a question tab, so that they can quickly catch up on the important details of a case.
Summarize a conversation: Copilot provides service representatives with a summary of a closed conversation on the Ask a question tab.
Generate resolution notes: Copilot provides service representatives with a summary of case details, emails, and notes linked to the case on the Ask a question tab, so that they can quickly close the case or incident.
To learn about the capabilities and effects of specific features, select a feature name from the list.