Copilot will create summaries of transferred calls in Microsoft Teams

Copilot will soon be enhanced with the ability to create summaries of transferred calls in Microsoft Teams. When Copilot creates a summary of transferred calls, it provides an overview of the key details and outcomes of those calls.

This summary includes essential information such as the person who made the call, their name, or other relevant identifiers; it also states why the call was transferred to another person or department. For example, the caller might need help from a different team or specialist.

According to the enhancement’s description, it will also provide information about the call’s resolution. This might include whether the issue was resolved, what actions were taken, or if any follow-up is needed. Here’s what the entry says:

Copilot generated summary provides an overview of the details and outcomes of transferred calls. It includes information such as the caller’s details, the reason for the transfer, and the final resolution.

In other words, the summary helps keep track of essential aspects of transferred calls, ensuring that all necessary information is recorded and can be quickly reviewed later. It will added to Microsoft Teams for Android devices starting May.

It’s not yet clear if this Copilot is an AI agent developed explicitly for summarizing calls or if the platform’s general Copilot will take on this task. If you remember, Microsoft introduced AI agents in Teams last year, and the company has been using them to create highly customized models ever since.