Updates to the Naming of Copilot Service Workspace and Service Representatives
Transforming Customer Service Through AI Integration
In the ever-changing world of customer service, artificial intelligence (AI) tools, like Copilot and autonomous agents, are reshaping how businesses communicate with their clients. This shift towards advanced technology also highlights the necessity for clear terminology to avoid misunderstandings and streamline interactions.
Renaming the Applications
To align our AI initiatives with Microsoft’s approach to technology, we are making some changes in branding. This strategy aims to create a user experience that is both consistent and clear. To reflect this direction, the Customer Service workspace and Contact Center workspace will now be known as the Copilot Service workspace. Similarly, the Customer Service admin center and Contact Center admin center will be rebranded as the Copilot Service admin center.
Customer Service workspace is now Copilot Service workspace.
Understanding the Terms "Agents" and "Bots"
In our current setup, the term “agent” encompasses both AI bots and human representatives within the Dynamics 365 Customer Service offerings. This dual usage can result in misunderstandings among users. To bring clarity and conform to Microsoft’s evolving terminology, we will adopt specific definitions:
- AI Agent: This term will now exclusively denote autonomous AI agents.
- Customer Service Representative: This title will be used for human representatives and will be used consistently across Copilot Service admin center and workspace, in marketing materials, videos, release notes, documentation, and within customer interactions. For convenience, we may use shorter forms like “service representative” or just “representative.”
Furthermore, features previously labeled as “agent” will be renamed accordingly to improve clarity—for example, Agent Scripts will be known as Scripts, and Agent Experience Profiles will now be called Experience Profiles. Despite these name changes, they will still be accessible in the same locations as before.
New updates on terminology for “agent” and “bot.”
Introducing "Customer Service Representative"
The term “customer service representative” was selected to replace “agent” throughout our platforms. This term is more inclusive and applies to various roles relevant to customer engagement, support, and success. While “agent” is a commonly used term in the industry, this new designation reflects our commitment to adapting to the era of AI agents. Customer service roles typically involve direct interaction with clients and may include titles such as agent, representative, or technician.
Future Developments
We plan to implement these terminology changes in the upcoming weeks, slated for the April 2025 Wave. By consistently using these updated terms across all communication channels and platforms, we’ll help reduce confusion, clarify roles, and maintain alignment with industry standards, which ultimately will enhance our customer service interactions.
For those who have already customized their app names, these changes will not impact your settings. Should you wish to adjust your app name, description, or icon, you can do so by utilizing the app designer.
Please note that the product names for Dynamics 365 Customer Service and Dynamics 365 Contact Center will remain unchanged.
