Microsoft updates terminology for AI and Copilot services

Written By Nolaine Puig

​In response to the evolving landscape of customer service and the integration of AI technologies, Microsoft has announced updates to the terminology used within its Copilot Service workspace. These changes aim to standardize language across platforms and enhance clarity for users.

Here’s what you need to know:

  • New App Names: Say hello to Copilot Service workspace and Copilot Service admin center, replacing the previous Customer Service and Contact Center workspace/admin center names.

  • AI Agents Redefined: The term AI Agent will now refer only to autonomous agents, making the distinction clearer.

  • Human “Agents” Get a New Title: Microsoft is replacing agent with Customer Service Representative to highlight the human experts who assist customers.

  • Coming Soon: These updates will start rolling out in April 2025.

Nolaine Puig
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