Microsoft customer service software gets AI integration for writing emails

Microsoft’s customer service software gets integration with OpenAI software to let artificial intelligence write emails to customers. People can check those emails and then forward them. The feature is called Copilot.

Microsoft mentions specifically that the software can write a draft for the email. This is done on the basis of previous correspondence, internal documentation and information from trusted websites. The tool should allow customer service employees to handle more emails faster than is currently the case.

The AI ​​integration in Dynamics 365 goes beyond just customer service software. Copilot is included in many Microsoft CRM and ERP applications. This includes Viva Sales, where Copilot can summarize meetings and search through data to extract ideas. Copilot starts Monday in limited preview for hundreds of business customers.

Microsoft will soon show the integration of OpenAI tools into many more applications, during a presentation at the end of next week. Microsoft previously released Bing based on ChatGPT and it is now also in Skype and in the Windows taskbar.