Copilot in Dynamics 365 Customer Service
Copilot in Dynamics 365 Customer Service is Microsoft's generative AI assistant inside its contact-centre software (Microsoft Digital Contact Center Platform). Eneco eMobility, Eneco's EV-charging business, rolled it out with Capgemini to its customer-care agents, first in Belgium and then in the Netherlands. Copilot surfaces CRM information and relevant knowledge-base articles during contacts, writes live conversation summaries for wrap-up and hand-off to other teams, and offers a chat that answers difficult questions based on earlier solutions. Agents handle the conversation themselves; Copilot drafts and suggests. Eneco eMobility and Capgemini report almost 50% shorter wrap-up time and onboarding of new agents cut to about one hour. The pilot started with a small group of experienced agents who tested each feature before scale-up.
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Weighted across four pillars · updated November 2, 2026
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