AI Agent and Copilot Configuration in Dynamics 365 Contact Center

Modern customer service relies heavily on automation and smart assistance to resolve issues quickly and accurately. This course guides you through configuring intelligent support systems to boost agent efficiency and elevate customer satisfaction. You will learn how to set up, fine-tune, and deploy virtual assistants and real-time support tools. By understanding the underlying architecture and prompt configurations, you will transform standard support queues into responsive, AI-driven service hubs. What you'll learn: Understand foundational AI terminology and the architecture of Dynamics 365 Contact Center; Configure Customer Assist agents to handle common customer inquiries automatically; Set up Quality Assurance and Service Operations agents to monitor and optimize support performance; Enable Copilot features to provide real-time, context-aware answers to live service representatives; Apply modern responsible AI guardrails and prompt refinement techniques to ensure safe, accurate interactions. The course begins with essential definitions and foundational setup steps before guiding you through step-by-step configuration scenarios and practical text-based exercises. Designed for beginners, support administrators, and customer service managers looking to adopt modern AI tools, this course requires no prior AI programming experience. Start reading today to modernize your contact center operations with intelligent automation.