What if your customer feedback tools could do more than just collect responses? What if they could adapt, respond, and surface insights in real time? That’s the idea behind the new Customer Feedback Survey Agent, a preview feature in Microsoft Dynamics 365 powered by Copilot Studio. The artificial intelligence (AI) agent can help organizations create intelligent, conversational surveys that automatically trigger after customer interactions. Built using low-code tools, the Customer Feedback Survey Agent can personalize questions based on responses, summarize sentiment, and streamline feedback collection.
As a preview feature, the Customer Feedback Survey Agent gives organizations an early opportunity to explore how AI can enhance feedback workflows. The AI-powered surveys are designed to launch automatically after customer interactions, such as a call or chat, and guide customers through tailored questions. Built in Microsoft Copilot Studio using low-code tools, the agent can personalize questions based on previous responses and sentiment, helping teams respond effectively. When thoughtfully implemented, this approach can support goals around digital transformation, customer experience, and operational efficiency. Key benefits include:
- Conversational Surveys: Rather than static forms, an agent can engage customers through natural, interactive conversations, making the feedback experience more intuitive and meaningful.
- Real-Time Adaptation: An agent can adjust questions based on previous responses, keeping communication relevant and personalized.
- Automated Insights: The agent uses AI to summarize themes, sentiment, and actionable insights.
- Low-Code Agent Creation: Copilot Studio provides individuals with low-code and no-code tools to create custom AI agents, enabling more people across an organization to contribute.
- Improved Accuracy: AI agents built with Copilot Studio have demonstrated high accuracy and highly reduced response times.1
- Integration: Copilot Studio integrates with Microsoft Teams and other tools, allowing users access to AI capabilities within familiar products.
Creating a Survey Using Copilot Studio
Note: Customer feedback surveys powered by Copilot Studio are currently in preview. Features may be limited and are subject to change as Microsoft gathers feedback.2
To configure a survey agent, begin in the Microsoft Dynamics 365 Copilot Service admin center, where you can create a new agent from scratch or by selecting a template. Once created, the agent can be edited in Copilot Studio, added to the appropriate channel, and tested within the Copilot Service workspace. At this time, survey agents are supported primarily for voice interactions. Templates include:
- Customer Satisfaction (CSAT) Survey
- Metric used to assess customer satisfaction with their recent support experience.
- Use to ask questions such as: On a scale of 1–5, how do you rate your overall satisfaction with the service received?
- Net Promoter Score (NPS) Survey
- Survey-based metric for measuring customer loyalty.
- Use to ask questions such as: On a scale of 0–10, how likely are you to recommend our service?
- Customer Effort Score (CES)
- Metric that measures how much effort a customer has to exert to resolve an issue or fulfill a request.
- Use to ask questions such as: Were we able to resolve your issue?
- Blank Template
- Use to start a survey from scratch.
Figure 1 – Screenshot of the Copilot Studio interface showing the process to add a new customer feedback survey, including options for survey templates and configuration settings.
Industry Use Cases
As an industry use case example, a healthcare network wants to enhance patient satisfaction and streamline feedback collection after a patient’s appointment. The Customer Feedback Survey Agent is implemented to automate and personalize the process. Here’s how it can work:
- Trigger: After a patient visit, the agent sends a security message via email or patient portal asking for feedback.
- Conversation Initiation: The agent initiates a friendly conversation, “Thank you for choosing [Healthcare Network], would you mind sharing how your visit went?”
- Dynamic Responses: Depending on the patient’s response, dynamic and logic-based responses can be applied:
- If long wait times are mentioned, the agent can follow up with questions about scheduling and check-in.
- If excellent care is mentioned, the agent can ask which staff members stood out.
- Real-Time Escalation: If the patient expresses dissatisfaction or a concern, the agent can offer to connect them to a (human) coordinator.
- Consolidated Feedback: The agent aggregates feedback across departments and facilities, highlighting trends like delays in being seen, satisfaction with staff, etc. These insights can be used by leadership to adjust staffing and processes to enhance experiences.
This same general process can be applied across other industries to help improve outcomes with your customers. For example:
- Professional Services: Automate post-engagement feedback to track client satisfaction and identify service gaps.
- Nonprofit & Education: Collect real-time feedback from donors, volunteers, or students to help improve engagement and program delivery.
- Construction: Use dynamic surveys to gather stakeholder input at key project milestones.
- Technology & Software: Capture agile product feedback and help support experiences to inform road map decisions.
How Forvis Mazars Can Help
Ready to transform how your organization listens to and acts on customer feedback? Explore how the Customer Feedback Survey Agent can integrate into your customer experience strategy and Dynamics 365 system. Whether you’re in healthcare, professional services, or another sector, now is the time to reimagine feedback as a strategic asset.
As a certified and top 1% Microsoft Business Applications Partner, we can help you unlock new levels of efficiency. Connect with us to learn more and get started on your next Copilot Studio project.