AI Agents Are Redefining Dynamics 365 Customer Service

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New artificial intelligence Customer Service Agents for Microsoft Dynamics 365 and Contact Center are available in public preview: Case Management, Customer Intent, and Customer Knowledge Management. These three AI Agents all work to tackle emerging issues, discover new insights, and automate manual tasks to enhance business efficiency and lower costs. Within these autonomous AI Agents, the Contact Center can significantly boost their operational efficiency and elevate the customer experience. They capitalize on key insights from experienced Customer Service Representatives by analyzing chat logs, call recordings, case notes, and various data sources. This knowledge is then harnessed to enhance self-service capabilities through dynamically generated content that adapts to expected customer challenges. Get started with Customer Service AI Agents for Microsoft Dynamics 365. Case Management Automation AI Agent The Case Management AI Agent for Microsoft Dynamics 365 Customer Service is your go-to solution for making processes smooth and efficient. It is also designed to cut down on handling times and boost customer satisfaction. We all know that creating cases, updating details, following up with customers, and ensuring prompt closures can be a hassle. That is where the Case Management Agent comes in to automate crucial tasks and help reduce processing time to minimize errors. This allows Customer Service Representatives to dedicate their efforts to what truly matters: resolving issues for their customers. Configuring the Case Management Agent to align with your business needs is simple. It takes care of essential tasks throughout the event lifecycle, from creation to closure. Whether you are dealing with live chat or managing incoming emails, this Agent covers the details so you can focus on the bigger picture. As conversations unfold, the Agent automatically generates a case, populates relevant fields, and keeps things updated in real time. It also watches for items that need attention, sends follow-up messages, and can even resolve cases on its own when the customer issue is settled. Customer Intent Enhancement AI Agent The Customer Intent AI Agent for Microsoft Dynamics 365 Contact Center uses generative AI to delve deep into historical interactions between Customer Services Representatives and clients. This analysis forms the basis of an intent library, enabling the Agent to decipher customer needs and offer personalized solutions. Unlike conventional chatbots that need regular updates from developers and support teams, the Customer Intent Agent is self-sustaining and continuously evolving as it gathers data. This Agent works efficiently in self-service and representative-assisted situations within Dynamics 365 Contact Center. By implementing the Customer Intent Agent, Contact Centers can revolutionize their approach to customer self-service. Instead of crafting specific responses for every inquiry, managers and information technology teams can allow the Agent to draw from a wealth of past conversations across various channels to formulate proper answers. It even uses case data to generate follow-up questions, enhancing the Agent’s grasp of the customer’s underlying issues. When a situation escalates to the need for a Service Representative, the Customer Intent Agent equips the Rep with essential context and insights, empowering them to deliver improved support. It also aids Service Representatives in resolving issues more efficiently during live chats and interactions, significantly reducing handling times. Representatives can access intent-based recommendations through the “Ask a Question” tab in the Copilot help pane, as well as Tab-To-Complete suggestions in the Conversations Control. The intent Agent uses the ongoing dialog context to highlight relevant attributes and inquiries for the Service Rep to pose to the customer. Customer Knowledge Management Adaptability The Customer Knowledge Management AI Agent for Microsoft Dynamics 365 Customer Service is designed to help your organization effortlessly expand its knowledge base, allowing Service Representatives to focus on customer interactions rather than spending excessive time on documentation. With the right configuration of knowledge management and sources, Service Reps can easily generate assets without the hassle of compiling case data. Having clear, up-to-date, and precise information is essential for Service Representatives to provide the best customer support. Contact Centers that leverage Copilot to enhance their self-service systems and help their Reps depend on a well-organized knowledge base. Creating and updating these assets can be a labor-intensive task and Service Reps often find it challenging to translate their experiences into formal articles, while supporting a high standard of knowledge hygiene requires expert reviews to confirm the accuracy and relevance of each entry. With the Customer Knowledge Management Agent, organizations can automate the generation of articles from various sources such as cases, conversations, emails, and notes. This Agent proactively checks existing entries in the knowledge base to avoid duplication, and administrators can set rules for the organization members to approve or reject these AI-generated assets. Additionally, admins have the option to decide whether this knowledge should be made accessible for self-service in chatbots and interactive voice response systems. To learn more about autonomous AI Agents for Customer Service, read Microsoft’s overview.

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New Dynamic is a Microsoft Solutions Partner focused on the Dynamics 365 Customer Engagement and Power Platforms. Our team of dedicated professionals strives to provide first-class experiences incorporating integrity, teamwork, and a relentless commitment to our client’s success.

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