easyJet . Airlines
Copilot in Dynamics 365 Contact Centre for customer service advisers
Production
Pilot
Production
Scaled
Killed
Microsoft Copilot can find an answer in easyJet's approved knowledge articles while an adviser is speaking to a customer.From the source, 2026-10-21
What happened
easyJet moved its 2,000 customer service advisers onto Microsoft Dynamics 365 Contact Centre. Copilot looks up approved knowledge articles while an adviser is on with a customer and drafts emails that the adviser reviews before sending. Customer Service Director John Leighton is quoted saying resolution rose 20% and first-contact resolution about 10% since the rollout. This is help for staff, not a bot the customer talks to, and the story is published by Microsoft.
Sources
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- Company
- easyJet
- Industry
- Airlines
- Vendor / platform
- Microsoft
- Type
- Employee assistant
- Status
- Production
- Evidence date
- 2026-10-21
- Source
- https://ukstories.microsoft.com/features/easyjets-new-ai-powered-customer-service-platform-takes-flight/
- Notes
- Vendor-published story. This is agent assist for staff, not a customer-facing bot.
- Last checked
- 2026-10-21
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.