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2 min read

Unlock the Customer Feedback Survey Agent powered by Copilot Studio

We are excited to announce the Customer Feedback Survey Agent powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, now in preview. Now, contact center managers can use a Customer Feedback Survey Agent in the Copilot Service admin center to dynamically respond to customer feedback.   

Traditionally, management can take a long time to act on the feedback that customers provide. Additionally, managers may have to use various tools to capture customer feedback across different channels. In the era of AI, we can reimagine customer feedback management in Dynamics 365 to enable real-time, automated, and personalized feedback loops, helping our customers unlock immense business value.  

With this feature, contact center managers can use the generative AI capabilities of Copilot Studio agents to streamline the survey configuration process across channels. Supervisors get a holistic view of the feedback, all while maintaining flexibility and customization.  

Choose your customer feedback survey

Starting in Dynamics, you can quickly author survey bots using either a blank template or one of three Starting in Dynamics 365, you can quickly author Customer Feedback Survey Agents using either a blank template or one of three standard survey metrics: 

  • Customer Satisfaction Score 
  • Net Promoter Score 
  • Customer Effort Score 

After creating the survey agent, you can open it in Copilot Studio for agent authoring and customization. Add additional questions, use Power Automate to trigger workflows based on customer responses, and design your agents to meet your business needs. Best of all, once your agent is published, you can use it across voice, live chat, and social channels. The result is a unified, centralized survey configuration process.  

Set up the Copilot-powered customer feedback survey in Dynamics 365 Contact Center admin center

Customer Feedback Survey Agent powered by Microsoft Copilot Studio in action 

For a real-world example, let’s use Contoso Bank, which places a high value on customer feedback. The Net Promoter Score (NPS) metric is of particular interest, as it helps them measure customer loyalty. To leverage this, they use the new Customer Feedback Survey Agent powered by Microsoft Copilot Studio to quickly create an NPS survey agent from the Copilot Service admin center and deploy it across all their channels. In Copilot Studio, they customize the agent to trigger a Power Automate flow to create a follow-up case if the score is less than 5. This agent engages with customers at the end of the call or conversation and gathers their feedback. If the NPS score is less than 5, it triggers Power Automate to create a follow-up case. This ensures they promptly attend to any unhappy customers, thereby quickly improving overall customer satisfaction and loyalty for Contoso Bank.  

In today’s world, where customer feedback is crucial, this feature is a game-changer. Businesses can quickly gather and act on feedback, ensuring they stay responsive and attuned to customer needs. The result is customer satisfaction and loyalty. 

Learn more

To learn more about enabling and using the Customer Feedback Survey Agent powered by Microsoft Copilot Studio, read the documentation.

Sonel Rubinstein
Sonel Rubinstein
Product Manager

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