Use Copilot to summarize conversations

Applies to: Dynamics 365 Contact Center—standalone and Dynamics 365 Customer Service only

Copilot conversation summaries provide context and relay the steps that you took to solve the issue. You can summarize chat and transcribed voice conversations.

Prerequisites

Your administrator enabled the Copilot conversation summary feature.

Open conversation summarization

1. In Copilot Service workspace, open an ongoing conversation.
2. Select Summarize conversation.

View a summary for an open conversation

Based on your administrator's configuration, you see the following options in Copilot Service workspace:

• The Copilot conversation summary is generated automatically when you request a consultation with another customer service representative, transfer the conversation, or end the conversation. You can select Summarize conversation to generate the summary for an ongoing conversation based on the configuration set by your adminstrator.
• The summary is displayed in a paragraph format or structured format.

You can perform the following actions:

• Copy the summary.
• Share feedback about the summary.
• Close the summary card.

• Select Create case to create a case and populate the description with the summary, if your administrator turned on this feature.

  Note

  You can see Create case only if case management is configured.

View a summary for a closed conversation

You can also view a Copilot-generated summary for a closed conversation. In the Activities view in Copilot Service workspace, filter by Conversations, and then select the required conversation. Select the Summary tab to view the summary. Learn more in View conversation transcripts and call recordings.

Related information

FAQ about Copilot in Customer Service
Responsible AI FAQ about copilot features