Question

A Copilot Studio customer service agent has been in production for six weeks. The support operations lead reports that customer satisfaction scores have dropped, but the agent's session analytics dashboard shows stable engagement and resolution rates. The lead suspects the agent is giving technically correct but poorly phrased or incomplete answers that frustrate users. As the solutions architect, what is the MOST effective way to diagnose the root cause before making tuning changes?

Accepted Answer

Review individual conversation transcripts alongside their linked user feedback and satisfaction signals to identify specific response-quality patterns.

Answer

Increase the model temperature setting to make responses more varied and conversational, then re-check the satisfaction scores next week.

Answer

Rely on the aggregate resolution-rate and engagement metrics, since they are the authoritative indicators of agent quality.

Answer

Retrain the underlying foundation model on the full historical case archive to improve overall answer accuracy.