Naming updates to Copilot Service workspace and service
In today’s fast-evolving customer service landscape, the integration of AI, such as Copilot and autonomous agents, is transforming how businesses interact with their customers. However, this advancement brings about the need for clear and precise terminology to avoid confusion.
Renaming the apps
To ensure our AI experiences align with Microsoft’s AI-first vision, we will differentiate our brand accordingly. This approach provides consistent yet distinct user experience and introduces Copilot-related features with appropriate branding and user onboarding.
As a step toward creating an autonomous contact center, we are renaming Customer Service workspace and Contact Center workspace to Copilot Service workspace. Additionally, we are renaming Customer Service admin center and Contact Center admin center to Copilot Service admin center.
How we use the terms “agents” and “bots”
Currently, the term “agent” refers to both AI bots and human representatives within Dynamics 365 Customer Service products. This leads to confusion and possible friction. Additionally, to align with Microsoft’s technological direction and ensure clarity, it is crucial that our terminology is helpful and consistent.
Moving forward, “AI agent” will exclusively refer to autonomous agents. “Customer service representative” will be adopted for the human consultants across Copilot Service admin center and Copilot Service workspace, marketing materials, release notes, videos, documentation, and customer interactions. Where “customer service representative” is too lengthy, we will shorten this term to “service representative” or simply “representative.” Specific features that have used “agent” have also been renamed to either become more generic or to a version of this change (e.g., Agent Scripts to Scripts, and the Agent Experience Profiles to Experience Profiles) but are still located in the same areas.
How we use the term “customer service representative”
We adopted the term “customer service representative” as a replacement for “agent” in our products. This term broadly applies to various roles within customer service, support, and success, making it the most suitable alternative. While “agent” remains prevalent in the industry, we want to be at the forefront of our mission towards the new age of AI agents. The role of customer service involves direct interaction with customers and includes titles like agent, representative, and technician.
What’s next
We will be rolling these changes out in the next few weeks by April 2025 Wave. Through implementing consistent use of these updated terms across all platforms and materials, we aim to eliminate confusion, enhance clarity, and align with industry standards, ultimately improving our customer service interactions and relationships.
If your app name is already customized, it will not be affected. If you’d like to customize your app name, description, or icon, use app designer.
The product names for Dynamics 365 Customer Service and Dynamics 365 Contact Center will remain the same.
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