Use Copilot Studio agents for customer surveys
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Nov 18, 2024 |
- | Apr 2025 |
Business value
Traditional customer feedback management takes a long time (days/weeks) to close the loop with action on feedback provided. Additionally, different tools are used to capture customer feedback across different channels within Dynamics 365 Customer Service. In the era of AI, we have an opportunity to reimagine customer feedback management in Customer Service, with automated and personalized feedback loops to help our customers unlock immense business values. This feature unifies the process of configuring these surveys across channels while leveraging the generative AI capabilities of Copilot Studio bots, as well as how the feedback collected is presented to supervisors.
Feature details
The key capabilities of the survey agents include:
- Use Copilot Studio agents to gather customer feedback and configure contextual actions depending on feedback.
- Unify and centralize the process of configuring surveys across email, messaging, voice, and custom channels.
- Use predefined templates to create surveys easily.
- View feedback summarized into actionable insights available for supervisors to review.