What strategies can we use to drive stronger adoption and engagement with the Copilot agent across the team?

Several strategies in Copilot Studio and Microsoft 365 can help drive stronger adoption and increase use of thumbs up/down and free‑form feedback for a Copilot agent.

1. Build feedback into the conversation flow

• Use topics in Copilot Studio to explicitly ask for feedback at natural points in the conversation (for example, after a resolution or summary).
• Design closing messages that remind users to rate the response and optionally leave a comment, such as: “If this answer was helpful (or not), please use the thumbs up/down so the team can improve future answers.”
• For longer sessions, add a mid‑conversation topic that occasionally checks in and prompts for a reaction on a specific answer.

2. Use built‑in reactions and analytics

• Copilot Studio agents already support thumbs up/down on each message and can prompt users to leave more detailed comments. All reactions and comments for the past 28 days are visible in the agent’s Analytics tab.
• Regularly review these reactions and comments and share back “you said, we did” improvements with the team so they see that feedback leads to concrete changes.
• Use Copilot Studio analytics KPIs (engagement rate, resolution rate, unrecognized utterances, topics with low resolution) to identify where to add or refine prompts that ask for feedback.

3. Define and communicate clear success metrics

• Track engagement‑related KPIs such as:
  • Engagement rate: percentage of sessions that were engaged.
  • Resolution rate and deflection rate: show how often the agent successfully answers FAQs without escalation.
• Use these metrics in team updates to demonstrate value and encourage more use and feedback.

4. Run a structured optimization and review cadence

• Review agent performance monthly and focus on:
  • Topics with low resolution or high thumbs‑down rates.
  • Unrecognized utterances that indicate missing FAQs or unclear phrasing.
  • Channel‑specific performance (for example, Teams vs. other entry points) to see where engagement is strongest.
• After each improvement cycle, communicate what changed and explicitly ask the team to test the updated behavior and rate responses.

5. Change management and training

• Treat the agent like any other key tool rollout:
  • Create a simple “how to use the agent effectively” guide that includes how and why to use thumbs up/down and comments.
  • Use early adopters or champions in the 135+ team to model behavior, share examples of good feedback, and encourage others.
• Reinforce that the agent’s quality is directly tied to both the SharePoint knowledge content and the feedback users provide.

6. Improve and maintain the knowledge base

• Analyze which knowledge articles are most used or most often associated with negative feedback and refine them (standardize, remove obsolete or conflicting content, fill gaps).
• Communicate that when users see wrong or incomplete answers, the fastest fix is to:
  • Give a thumbs down with a short comment.
  • Update or request an update to the underlying SharePoint article.

7. Use value and impact reporting to motivate adoption

• If available in the environment, use reports such as the Copilot Studio agents report (for example, Agent assisted hours and Agent assisted value) to show:
  • How much time the agent is saving the team.
  • How usage and satisfaction are trending over time.
• Share these insights in team meetings or channels to reinforce that each rating and comment helps increase that value.

These strategies combine: (1) explicit prompts for feedback in topics, (2) systematic use of built‑in reactions and analytics, and (3) ongoing change management and communication so the team sees that their engagement meaningfully improves the agent.

References:

• Measure and improve agent performance with KPIs and analytics
• Onboard your users to use Copilot in your digital contact center
• Copilot Studio agents report