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Copilot for customer service

Microsoft's AI layer that combines GPT and Claude models with your own organisational data and the Microsoft 365 apps.

Recommended for customer service

Copilot is strong in deep Microsoft 365 integration and grounding on your own data via Microsoft Graph; that suits automatically answering frequently asked questions.

GDPR profileOur summary of what the provider itself publishes about your data: EU hosting possible, no training on your data for business use, and self-hosting available. Caution applies to a model with a documented problem, such as an investigation by a regulator. How we measure
GDPR: Caution
QualityQuality from blind duels on LMArena: users choose between two anonymous answers. A difference of about 20 points is noticeable, a few points is noise. How we measure
1485Elo, independent
Editorial scoreOur own assessment on 10 of suitability for professional work, price and privacy. This is a judgement, not a measurement; that is why it always sits alongside the Elo. How we measure
8,3
Entry price
from €10 / month
Full GDPR check

What Copilot does in customer service

Core tasks in customer service
  • Automatically answering frequently asked questions
  • Supporting agents with draft replies
  • Summarising and categorising conversations
  • Keeping the knowledge base up to date
Where Copilot is strong
  • Deep Microsoft 365 integration
  • Grounding on your own data via Microsoft Graph
  • Strong enterprise governance and compliance
  • Choice between GPT and Claude models

Copilot raises a specific GDPR concern. The Claude models within Copilot officially fall outside the EU Data Boundary. If you want strictly EU-only processing, exclude the Claude models in the admin panel. Weigh this heavily before deploying it in customer service.

Confidentiality and GDPR

GDPR: Caution

Be transparent that customers are speaking with AI and ensure a smooth handover to an employee. Protect the privacy of customer data in conversations.

Microsoft 365 Copilot (business) falls under the EU Data Boundary and does not train on tenant data. Consumer Copilot does train by default, with an opt-out.

Rule of thumb Use the business variant with a data processing agreement, and keep a human in the loop for decisions that matter.
Caution the Claude models within Copilot officially fall outside the EU Data Boundary. If you want strictly EU-only processing, exclude the Claude models in the admin panel.

Prices

Microsoft 365 Personal/Familyfrom €10 / monthPersonal €10/month, Family €13/month, Premium €22/month (higher Copilot limits); Copilot Pro has been discontinued
M365 Copilot Business$21 / seat / monthAnnual ($25.20 monthly); limited-time offer from $18; requires an M365 licence
M365 Copilot (Enterprise)$30 / seat / monthAdd-on to an M365 licence; $31.50 when billed monthly

Other models for customer service

Claude for customer serviceAnthropic · editorial 9.01506ChatGPT for customer serviceOpenAI · edition 8.91485Qwen for customer serviceAlibaba Cloud · editorial 7.91484GLM (Z.ai) for customer serviceZ.ai (Zhipu AI) · editorial 7.71483
All options for customer service
Professional tools on Copilot

We are not aware of a professional tool for customer service that publicly runs on Copilot.

Questions about Copilot for customer service

Is Copilot suitable for customer service?
Yes. Copilot is strong in deep Microsoft 365 integration and grounding on your own data via Microsoft Graph, which fits customer service well. Always assess the specific task and keep a professional in the loop.
Can I put confidential data into Copilot?
Be transparent that customers are talking to AI and ensure a smooth handover to a member of staff. Safeguard the privacy of customer data in conversations. Microsoft 365 Copilot (business) falls under the EU Data Boundary and does not train on tenant data. Consumer Copilot does train by default, with an opt-out.
How much does Copilot cost?
There is Microsoft 365 Personal/Family (from €10 / month), M365 Copilot Business ($21 / seat / month), M365 Copilot (Enterprise) ($30 / seat / month). Check current prices on the official site.
Next stepAll 52 options for customer serviceProfessional tools and general assistants side by side, on GDPR profile, price and quality.

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