Dynamics 365 Customer Service- Estimate AI credits for agents from forecasted demand

We are announcing the ability to estimate AI credits for agents from forecasted demand in Dynamics 365 Customer Service. This feature will reach general availability on May 20, 2026.

How does this affect me?
This feature enables workforce planners to translate forecasted service demand into AI credit requirements within Dynamics 365 Customer Service and Contact Center.

To move from demand forecast to credit estimation:

Step 1: As a supervisor, log in to the Copilot Service Workspace and create a forecast scenario. Define the planning horizon, entity type (case or conversation), and the queues or channels in scope, along with other required parameters. The intelligent forecasting model analyzes historical patterns and generates predicted volumes, providing a clear view of expected demand.

Step 2: Once the forecast is generated, go to the scenario output view and select the Estimate AI Agent Credits option. Choose the agent whose credit consumption you want to model. All out-of-the-box agents in Dynamics 365 Customer Service and Contact Center are supported, including:

• Quality Evaluation Agent
• Case Management Agent
• Customer Intent Agent

Step 3: After selecting the agent, the estimation engine allows you to define the percentage of the forecasted workload that will be handled by the agent. This gives organizations the flexibility to run what-if scenarios and evaluate different levels of AI adoption.

The output is a clear and direct credit estimate tied to your demand scenario, eliminating the need for spreadsheets or offline calculations.

There are no special settings required to use the Estimator feature; however, Workforce Management must be enabled.

What action do I need to take?
This message is for awareness, and no action is required.