Microsoft announce that Customer Service workspace (the successor to the Customer Service Hub: https://bit.ly/3Z9V67h ) has been rebranded to Copilot Service workspace to align with Microsoft’s “AI-first vision”.
Find the announcement here: https://bit.ly/3GOZeE1, where you’ll also find that, going forward, a bot in Customer Service will be referred to as an Agent, while Customer Service humans become representatives.
Microsoft announce “Computer Use” – a capability that will enable Agents to interact with websites and desktop apps by clicking buttons, selecting menus, and typing into fields on the screen. It’s due to come to Copilot Studio soon through an early access research preview program.
You can find the announcement article here: https://bit.ly/3GgperF with a link to apply to participate in the preview program, and why not register for a demo session at Build in May 2025: https://bit.ly/4jV3EYl.
On 16 September, 2024 Microsoft made a whole raft of announcements regarding Copilot: you can watch the launch event here: https://bit.ly/4epu6qq, and/or find the written announcements here: https://bit.ly/3TLq2IZ, or read on for the summary.
First of all, there’s a new member of the wider Copilot family called Copilot Pages. It’s essentially a space where you can easily put content you get from Copilot and then collaborate on it with your colleagues. Find the detail on Copilot Pages here: https://bit.ly/3TyEAvr with a video of it in action. Next up, there’s another family member – Copilot Agents, which is designed to enable anyone to add new knowledge and skills to Microsoft 365 Copilot. Find the detail on Copilot Agents here: https://bit.ly/4gq9vnA. Existing members of the family – like Copilot in Word or PowerPoint, for example – have been enhanced, and you can find detail about that here: https://bit.ly/3TLq2IZ.
And then there’s the rebranding… The old Copilot for Microsoft 365 becomes Microsoft 365 Copilot and that change ripples through to Microsoft 365 Copilot for Sales, Service, and Finance.
If you’re a Licensing School subscriber you can watch our Did You See training session from 17 September, 2024 here: https://bit.ly/4gyS5W5, and if you’re a LicenseVerse subscriber you’ll be glad to know everything’s updated. We’ll have a little lie down now…