AI summaries for mobile call queues
Microsoft has announced that it will integrate Copilot, its artificial intelligence assistant, into the Teams Queues app for mobile users. The Queues app is the tool used by staff to manage incoming calls routed through a central business number, such as a sales or support line.
Currently, if a supervisor or agent needs to understand the context of a previous interaction, they often have to listen to call recordings or read through manual notes. This update allows users to ask specific questions about a past conversation via their mobile device to retrieve specific details or summaries.
Functionality for remote staff
The feature is designed for employees who are away from their desks but need to follow up on client issues. By using natural language queries, an employee could ask what a customer requested during a morning call or identify specific technical details mentioned in a conversation.
Microsoft intends for this to reduce the time spent on administrative catch-up. The tool works by analysing the shared call history within the Queues app to surface relevant data points and suggested next steps for the agent.
Timeline and requirements
This feature is currently scheduled for general availability in December 2026. It is important to note that Microsoft roadmap dates are subject to change, and the specific licensing requirements for this feature have not yet been fully detailed. It is likely that an active Microsoft 365 subscription with a Copilot add-on will be required.
For businesses concerned with data handling, the information processed by Copilot stays within the Microsoft 365 environment. However, as this involves the automated analysis of customer conversations, business owners should ensure their privacy policies and call recording disclosures are up to date before deployment.