In this post, I will try to explain the inner workings of Copilot and how we can preprocess prompts with additional data to generate better responses from the underlying Large Language Models. I will finish it off with an example of how this theory could be manifested and used in practice. 1. Background 1.1 Dynamics Customer Service Copilot Surly you have heard about Dynamics Customer Service Copilot by now. The product comes in the way of a chat side pane integrated within Dynamics and lets you generate email replies, summarize cases, and generate responses based on knowledge articles.