Enablement and scope

Available in Dynamics 365 Contact Center. Customer Intent Agent is part of the autonomous service agents suite and uses a consumption-based billing model on top of your base license for Dynamics 365 Contact Center.
When the administrator turns on the feature in the Copilot Service admin center, Customer Intent Agent analyzes your existing support conversations and cases to automatically build an intent library.
After the agent discovers intents, you can create a Customer Intent Agent in Copilot Studio. It uses your intent library to ask follow‑up questions, provide knowledge articles, or take actions to resolve customer issues end to end.

Enhancements

Intent discovery customization: Customize intent discovery by supplying sample utterances, specifying key entities, and defining inclusion criteria to make sure intents align with your business needs.
Hierarchical playbooks and orchestration: Tailor agent behavior for each intent by using natural language playbooks with no coding required. These playbooks support nested sub‑intents and conditional logic for complex workflows.
Expanded channel and escalation support: Support both digital and voice channels through Azure Communication Services. The agent automatically escalates to the Case Management Agent for structured email follow‑up when needed.
Action support via custom connectors: Run support actions, such as triggering refunds, updating order statuses, querying inventory systems, and automating non-Microsoft workflows through configurable connectors.
Quality and monitoring enhancements: Real‑time dashboards highlight KPI deviations and provide intent‑level metrics. These features enable targeted adjustments and continuous optimization of agent performance.