Question

A Copilot Studio customer service agent has been in production for three months. Over the last two weeks the operations team notices the agent's resolution rate dropping while the volume of escalations to human agents climbs. The knowledge sources and topics have not changed. As the solutions architect, you need to determine the most likely root cause using AI-based issue analysis before proposing a tuning action. Which investigation approach should you prioritize FIRST?

Accepted Answer

Analyze the unanswered and escalated conversation transcripts in the agent analytics to identify emerging intents and topics not covered by existing knowledge.

Answer

Immediately retrain the underlying foundation model with additional synthetic data to improve response accuracy.

Answer

Increase the agent's response temperature setting to make answers more creative and reduce escalations.

Answer

Roll back the agent to the previous solution version to restore the earlier resolution rate.