Microsoft introduced the customer-conversation harness in Copilot Studio in a 21 October article by Omar Aftab, Vice President, Conversational AI. The public preview brings a dedicated builder for customer-facing voice and chat agents, orchestration of specialist agents and handoffs to human representatives.
The announcement describes combining generative skills with deterministic topics, connecting business knowledge and tools, and integrations with contact-centre systems. Some capabilities are still forthcoming: separate model choice for each specialist agent is described for general availability, and direct Teams-chat escalation is described as coming soon. Do not treat the entire announcement as functionality available in every tenant today.
For marketing and customer-experience teams, this is a downstream service and workflow resource, not an advertising delivery feature. Assess it against a specific customer journey, such as routing a product enquiry to the right service team. Test knowledge access, handoff quality and failure handling before considering production use.
The source says Copilot Credits provide usage-based billing. Current rates, tenant eligibility and regional availability should be checked with Microsoft. This listing reviews the official announcement; no account setup, integration, security assessment or performance benchmark was performed.
What do other users think?
Explore experiences and conversations on Reddit.
Sources & recognition
Research checked 2026-10-25. Based on official product pages or documentation. No hands-on product testing.
- MicrosoftBy Omar Aftab · techcommunity.microsoft.com
Editorial source summary; no hands-on test recorded.
PMC wrote the editorial summary with AI assistance. The linked publishers and named authors are credited for their original material; listing a product does not imply a partnership or endorsement.
Explore all 231 tools →What would you add?
Bring your experience to the conversation. The next useful perspective could be yours.
Talk with the collective