check before: 2025-06-30
Product:
Copilot
Platform:
Online, World tenant
Status:
Change type:
New feature
Links:
Details:
We are announcing the ability to use publicly available information to build agents that can assist citizens in navigating government services and information by using a Q&A-like experience in Microsoft Copilot Studio. This feature will reach general availability on June 30, 2025.
Change Category:
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Scope:
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Release Phase:
Created:
2025-06-01
updated:
2025-06-01
Task Type
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Docu to Check
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MS How does it affect me
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MS Preperations
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MS Urgency
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MS workload name
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summary for non-techies**
Microsoft's new Copilot Studio feature, Citizen Services Agent, launching by June 30, 2025, will enable public sector organizations to create customizable virtual assistants that use natural language processing to help citizens access government services and information efficiently.
Direct effects for Operations**
User Experience Degradation
If the Citizen Services Agent is implemented without proper preparation, users may experience confusion or frustration due to inaccurate or incomplete information being provided by the agent, leading to a lack of trust in the service.
- roles: Citizen Services Agent, IT Support Staff
- references: https://www.forbes.com/sites/bernardmarr/2021/06/14/the-importance-of-user-experience-in-ai-and-automation/?sh=5c1c1c4e1b8e
Increased Support Tickets
Without adequate training and preparation for the Citizen Services Agent, there may be a surge in support tickets from users encountering issues or needing assistance, overwhelming IT support resources.
- roles: IT Support Staff, Customer Service Representatives
- references: https://www.zendesk.com/blog/5-ways-to-reduce-support-tickets/
Configutation Options**
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explanation for non-techies**
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** AI generated content. This information must be reviewed before use.
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