Dynamics 365 Customer Service: Copilot and AI innovation - Resolve customer emails autonomously with AI

Autonomous email resolution delivers end-to-end handling of customer emails without manual intervention or default case creation. When an email arrives, the system analyzes the request, identifies the underlying intent, and determines whether the information and actions needed to resolve it are available.

Using enterprise knowledge, configured business instructions, connectors, and custom agents, the system constructs a resolution dynamically. It generates a response that's context-aware, compliant with business rules, and tailored to the request, then delivers it directly by email—completing the interaction autonomously.

If the customer isn't satisfied or the issue can't be resolved automatically, the system creates a case that carries the full conversation context, including customer intent, actions taken, and generated responses. A service representative can then step in without losing context or duplicating work.

The capability is delivered through the Case Management Agent. An administrator enables the setting and sets the automation level for each line of business, from fully autonomous resolution to drafting a response for a service representative to review and send.

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