Microsoft launches Service Agent in Copilot: customer service inside your workflow

Microsoft has launched Service Agent in Microsoft 365 Copilot, a purpose-built AI agent that brings customer service context, insights, and actions directly into the Copilot experience. The agent is now available in public preview.

Service Agent combines the reach of Microsoft 365 Copilot with the depth of Dynamics 365 Customer Service data. Service professionals can now work with cases, knowledge articles, and workflows through natural language, without switching tools.

This is part of Microsoft's broader 2026 Wave 1 release, which includes autonomous AI agents across sales, service, and ERP. These agents can detect customer intent, autonomously resolve standard requests, and escalate complex cases with full context.

For CIOs running Dynamics 365, this means service teams can work faster and stay focused, with AI handling context switching and routine tasks.