Customer service reps often spend too much time writing case emails – slowing response times and draining productivity.
In addition, some of the best service reps are hands-on problem solvers — not necessarily polished writers.
Did you know that nearly 80% of consumers say that speed, convenience, knowledgeable help and friendly service are the most important elements of a positive customer experience?
The bottom line is that crafting clear, accurate customer emails shouldn’t take longer than solving the issue – now, with Copilot, it doesn’t.
Copilot Content Assist enables service reps to quickly draft emails with AI assistance that picks up contextual information about the customer and the case.
Copilot Content Assist: Beyond Simple Templates
When you open an email form in the Customer Service workspace app, you can use the Copilot interface to draft an email inside the editor.
The interface provides the following controls:
- Adjust the length of the message
- Adjust the tone (friendly, professional and formal)
- Translate into different languages
- Add details to influence Copilot’s output
- Toggle knowledge sources
The interface is intuitive and user-friendly, and we found that Copilot generates emails in just a moment.
Copilot also understands the context behind a case and the customer and uses that to generate the message. It reads the case’s communication timeline, and the AI is trained on information sources such as knowledge articles to help provide an answer to the problem.
These sources are also referenced at the bottom of the interface window for service reps to open in a new workspace tab for review.
Here’s a quick peek at D365 Customer Service Copilot Content Assist in action:
A helpful option given to reps is prompt shortcuts. Selecting one of these buttons will immediately begin drafting a message based on typical scenarios a rep might want to use.
In the preview release, we were presented with the following choices:
- Suggest a call
- Request more information
- Emphasise with feedback
- Provide product/service details
- Resolve a customer’s problem
It’s important to note that you can refine the message after Copilot generates a draft – either by editing it yourself or by placing the cursor where you’d like Copilot to add new content.
Let’s try a couple of examples
We have an open case asking for help on a printer jam.
We can check the notes and find the details are quite sparse, so we want some more information from the customer, Peter Green.
Rather than having to type out the email and check for spelling and grammar issues, I’m going to ask Copilot to assist me in asking for more information by selecting the prompt shortcut.
Copilot quickly responded with the following:
Hello Peter Green,
Thank you for your message regarding the printer jam issue. To assist you better, could you please provide me with more details about the specific problems you are experiencing? For instance, how often does the paper jam occur, and have you noticed any particular type of paper that causes more issues?
Your input will help me address your concerns more effectively.
Best regards,
Daniel Norris
That looks pretty good to us. I can refine it or ask Copilot to address some other points. In this scenario, I want to look up the order and model number with Copilots help.
The output of my prompt provided this content:
To assist you further, could you please provide the model and order number of your printer? This information will help me troubleshoot the issue and check the warranty status.
The above content will be added where the cursor is, but we can use standard editor functionality to move it where suitable.
Here’s another example:
A customer has had an issue with delivery, and they’ve emailed us directly.
We want to track this issue properly in our system, so we’re asking Copilot to help us compile a message that tells the customer how to begin solving this issue.
We’ve clicked the Product/Service details prompt shortcut and its provided us with a good first draft:
Dear Guardian Office Supplies,
I understand that you are experiencing an issue with a product delivery. If your product has not been delivered to the specified address, I recommend submitting a case through the support portal using the Delivery Issues category. To do this, please follow these steps:
- Click on Support > Submit a Case on the portal.
- Fill in your name, contact information, product name, and order number.
- In the Case Category drop-down, select Delivery Issues.
- In the Details section, provide any additional information and include the tracking number for your shipment.
- Click Submit.
Once we confirm that the product was not delivered correctly, we will be happy to overnight ship a replacement product to you. Additionally, you may want to contact the shipping company to check if there was any confusion or issue during the delivery process. If your package is lost or stolen, we will file a report with the shipping company on your behalf.
If you have any further questions or need additional assistance, please don’t hesitate to reach out to me.
Regards,
Daniel Norris
Copilot has addressed the correct customer and recognised their issue. It’s politely asked the customer to go through the submission process that aligns with our company policy. As a service rep, this looks satisfactory. But where’s it getting information for these instructions?
As mentioned earlier, Copilot tells us the sources it uses and creates links for us to review.
In this example, we have a knowledge article that Copilot has referenced that is used to create the message.
We can review the knowledge article in a new workspace tab if the information is appropriate for our specific case and adjust if needed.
Who will benefit from Copilot Email Content Assist?
We think customer service reps will find this feature beneficial, particularly those with heavy caseloads who want to reduce time spent writing emails.
Some reps might have a skill set for investigating issues and technical support but may have challenges composing email message. This Copilot feature is a solution to this problem.
Customers will also benefit with:
- Faster Responses: With less time spent composing emails, customers get quicker replies, reducing frustration and wait times.
- Clearer Communication: AI-assisted drafting helps ensure that responses are well-structured and easy to understand, even when the topic is complex.
- More Complete Answers: Copilot can help reps include key contextual details, which means customers are more likely to receive all the info they need in a single response — fewer follow-ups required.
- Consistent Tone and Professionalism: Customers benefit from a more consistent and courteous tone, regardless of which rep is handling their case.
- More Time for Personalisation: Because Copilot handles much of the basic drafting, reps can focus on tailoring responses to the individual customer’s situation.
Our test experiences
This AI-driven tool should help businesses respond to support tickets and other requests. Effective emails can reduce misunderstandings and back-and-forth messages trying to fix a problem.
Our team is already using this feature in testing environments to help us deliver the best service possible to our clients.
Having said that – we need to recognise its limitations.
Microsoft call this Copilot capability ‘partial’ email content generation. That indicates this feature shouldn’t be leaned on too heavily because each service rep should still be reviewing each message.
The strength of its output is very dependent on its input.
If your knowledge articles are outdated, poorly written, and inaccurate, they won’t be helpful which risks Copilot referencing the wrong information.
Additionally, what you input into the prompt description is essential. If it’s too vague, it will generate generic email content or won’t match what you intended. It might even respond with an error.
Fine-tuning the tone or language style can also be challenging, especially in more sensitive or complex customer scenarios where a more personal touch is needed.
In our tests, we discovered that the long and formal settings were unnecessarily wordy. Our best results came from medium length and professional.
The knowledge sources toggle appears to simply add your organisation’s data to the tool. However, the tooltip reveals that enabling it also disables external information sources — a key distinction that isn’t immediately obvious.
We suggest service reps experiment with different real and synthetic cases to get to grips with the prompt and understand how the AI is trained on your Dataverse.
Lastly, this functionality is limited to the inline editor — it’s not accessible from the Copilot help pane or apps like Outlook, which may restrict usage in some workflows.
Final Thoughts
The Customer Service Copilot Content Assist can helps customer service teams move faster, write with greater clarity, and stay aligned with company knowledge.
While it’s not a magic wand, and still relies on well-structured data and human oversight, it has real potential to save time and improve customer communications.
