What's New and

Planned for Copilot

Studio in 2024
Get the information about what's new and planned
for Copilot Studio from now until September 2024!

A summarization.

Joe Unwin (FlowJoe)

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Joe Unwin (FlowJoe)
@joeunwin
Generative AI Insights
and Other Analytics
Enhancements to
Improve Copilots
Starting from May 2024, Copilot admins and makers will
have access to new and improved analytics within the
Microsoft Copilot Studio app. This feature allows them to
understand how well the copilot is assisting users and
identify areas for improvement. With these insights,
admins and makers can take immediate actions to
address issues like low customer satisfaction CSAT and
improve the deflection rate.

This enhancement is designed to optimize the user

experience and the overall performance of the copilot in
assisting users. Makers can still opt for the semi-annual
channel using the app designer before the 2024 release
wave 1 if needed.

Joe Unwin (FlowJoe)

@joeunwin
Generative Actions
Generative Actions, is a new feature available in Microsoft
Copilot Studio from April 2024. This feature reimagines the
building of copilots by allowing makers to focus on
managing plugins and maintaining artifacts, rather than
manually building copilots. Generative Actions replace the
traditional natural language-based approach for triggering
topics with a more efficient method using GPT technology.

This AI-driven approach selects topics or plugin actions in

response to user queries based on associated
descriptions, streamlining the process. The primary
benefit is saving time for businesses as makers don't need
to manually build copilots, and copilots can more easily
handle unanticipated questions from users. This results in
a more natural and fluid conversation experience between
users and the copilot.

Joe Unwin (FlowJoe)

@joeunwin
Customer Managed
Encryption Keys to
Protect Your Data
A new security feature for Microsoft Copilot Studio, set to
be available in September 2024, where users can utilize
Customer Managed Encryption Keys CMKs) to enhance
data protection. This feature enables users to encrypt
data provided to their copilot using both Microsoft-owned
keys and their own keys, hosted in Microsoft Azure Key
Vault.

This ensures greater control and security over how the

data is stored at rest. Key capabilities include hosting with
Azure Key Vault to manage keys, lifetimes, and rotation
periods, encryption of all content including copilot topics,
settings, configurations, and conversation transcript data,
and the option to revoke access if necessary. This update
aims to provide users with more autonomy and security
over the data used in Copilot Studio.

Joe Unwin (FlowJoe)

@joeunwin
Deploy Copilots to
Communication
Services and SMS
Channels
Starting in May 2024, Microsoft Copilot Studio will expand
its capabilities to deploy copilots on WhatsApp, Azure
Communication Services Chat, and SMS channels. This
development aims to broaden the reach and accessibility
of copilots to a larger audience. The WhatsApp channel
support specifically targets customers in many markets,
allowing access to a previously untapped audience. The
integration with Azure Communication Services enables
customers to engage with audiences through their custom
solutions built with Communication Services chat.

Additionally, the Communication Services SMS offers

native SMS support, thereby diversifying the platforms on
which Microsoft Copilot Studio copilots can operate.

Joe Unwin (FlowJoe)

@joeunwin
Import and Export
Topics Across Copilots
and Environments
Importing and exporting topics across copilots and
environments in Microsoft Copilot Studio, available from
May 2024. This feature enables organizations to efficiently
partition work among team members, reuse components
across different copilot projects, and empower centers of
excellence. It is particularly beneficial for Independent
Software Vendors ISVs) and System Integrators (SIs),
who can create and reuse assets to expedite solution
building for customers.

This facilitates content reuse and accelerates the

authoring environment for multiple copilots, streamlining
the process of creating and deploying conversational AI
solutions.

Joe Unwin (FlowJoe)

@joeunwin
IVR with Omnichannel
for Customer Service
Starting in April 2024, Microsoft Copilot Studio will
feature native voice integration for creating voice-
enabled bots in Omnichannel for Customer Service. This
integration significantly enhances the process of building
bots by including voice responses and analysis, allowing
for a more dynamic customer interaction. Key features
include dual-tone multi-frequency DTMF input for
interaction via phone keypad, silence detection for
prompts with configurable actions, barge-in control to
determine if the bot can be interrupted, and Speech
Synthesis Markup Language SSML support for
customizing the bot's voice, including the ability to play
audio files.

This integration aims to provide faster and more efficient

resolutions to customer inquiries, thereby improving
deflection rates and overall customer satisfaction.

Joe Unwin (FlowJoe)

@joeunwin
 In a Nutshell

Public General
Feature Enabled For
Preview Availability

Admins, makers,
Use generative AI insights and other
marketers, or
analytics enhancements to improve your May 2024 -
analysts,
copilots
automatically

Users by admins,
Use generative actions - Apr 2024
makers, or analysts

Use customer managed encryption keys Users by admins,

Sep 2024 -
to protect your data makers, or analysts

Admins, makers,
Deploy copilots to WhatsApp, Azure
marketers, or
Communication Services Chat and SMS May 2024 -
analysts,
channels
automatically

Admins, makers,
Import and export topics across copilots marketers, or
May 2024 -
and environments analysts,
automatically

Use IVR with Omnichannel for Customer

Users, automatically - Apr 2024
Service

Joe Unwin (FlowJoe)

@joeunwin