Microsoft recently introduced the Customer Feedback Survey Agent powered by Copilot Studio in the Dynamics 365 Contact Center, which is now available in preview. This innovative tool allows managers to address feedback directly effectively and dynamically from the Copilot Service Admin Center.

It has often taken management a considerable amount of time to respond to such insights, using multiple tools to gather information from various channels only complicating the process. However, with the introduction of artificial intelligence, they can transform how customer feedback is overseen within Microsoft Dynamics 365. The goal here is to create real-time, automated, and personalized loops that enable the harnessing of significant business opportunities.

This new feature allows Contact Center managers to use the generative AI capabilities of Copilot Studio Agents and simplify the survey configuration process across different channels. Supervisors will then have a comprehensive view of all feedback while still enjoying the flexibility and customization they want.

Select Your Customer Feedback Survey in Microsoft Dynamics 365
In D365 you can effortlessly create Customer Feedback Survey Agents by starting with a blank template, or choosing from one of three standard survey metrics:

Customer Satisfaction Score

Net Promoter Score

Customer Effort Score

Once you have developed your Survey Agent, it can be opened in Copilot Studio for even further customization. Here you will have the freedom to add more questions, implement workflows through Power Automate based on customer responses, or tailor the Agents to better suit your business goals.

When your Agent goes live, it can be used across various platforms including voice, live chat, and social media. This creates a streamlined and centralized process for configuring your surveys.

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For detailed guidance on activating and utilizing the Customer Feedback Survey Agent powered by Copilot Studio, please refer to the available Microsoft documentation.

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