Hi everyone!
We recently expanded Copilot to a few more of our teams at their request. They saw it being used by other teams and were interested in the conversation summaries and suggested replies.
As we roll this out further, I would love to hear from those who have used these features for a while:
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The "Honeymoon" Phase: How has the sentiment evolved? Does the team still find the summaries valuable daily, or has it become "background noise"?
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Accuracy: How reliable are the conversation summaries? Do your teams find them accurate for long threads, or do they still feel the need to read the entire history anyway?
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Suggested Replies vs. Manual Edits: Do your agents find the suggested replies "ready to send," or are they mostly using them as a skeleton and spending significant time editing them?
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Knowledge Base Integration: For those seeing high-quality suggested replies, do you have a Knowledge Base linked or synced? I am interested to know if the model performs well enough pulling from conversation history alone or if a Knowledge Base is a necessary component.
I would appreciate any insights or lessons learned you can share!