Microsoft has unveiled three new AI service agents for Dynamics 365 Customer Service and Dynamics 365 Contact Center, now in public preview. These innovative agents-Case Management, Customer Intent, and Customer Knowledge Management-are designed to automate manual processes, improve business efficiency, and enhance the customer experience by leveraging AI to address emerging issues and uncover valuable insights.
The launch of these autonomous agents offers contact centers the opportunity to streamline operations and optimize performance. These agents analyze data from various sources, including chat logs, call recordings, and case notes, to provide actionable insights and improve self-service options. By automatically generating relevant knowledge, the agents evolve to meet the changing needs of customers.
Key Features of the New AI Service Agents:
1. Automate Case Management with Precision
The Case Management Agent for Dynamics 365 Customer Service streamlines the case management process, reducing handling time and improving customer satisfaction. Traditionally, creating cases, updating details, following up with customers, and ensuring timely closures are manual tasks that can be both time-consuming and error-prone. By automating these tasks, the Case Management Agent allows customer service representatives to focus on solving more complex customer issues.
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The agent can be configured with specific attributes to suit your business needs. From case creation to closure, it automates key tasks across various channels, whether managing live chats or processing emails. As customer conversations progress, the agent automatically creates cases, fills in relevant details, and updates them as needed. It tracks cases that require attention, sends follow-ups, and even resolves cases autonomously when customer issues are resolved.
By managing high case volumes and reducing average handling times, the Case Management Agent significantly eases the workload for your team.
“Automating case management allows customer service representatives to focus on solving complex issues while improving overall efficiency,” said David Rudnick, Chief Technology Officer at LG Ad Solutions. “It enhances the customer experience by ensuring faster resolution times and higher satisfaction rates.”
2. Understand Customer Intent for Enhanced Service
The Customer Intent Agent for Dynamics 365 Contact Center uses generative AI to analyze past interactions between customers and service representatives. This AI-powered agent creates an intent library, which helps understand customer requests and offers tailored solutions. Unlike traditional chatbots that require manual updates, the Customer Intent Agent evolves continuously by learning from new data.
This agent offers two main functionalities:
- Evergreen Self-Service: Contact centers can empower customers to self-serve by allowing the Customer Intent Agent to analyze historical conversations and determine how to best respond. The agent uses case data to identify follow-up questions that refine its understanding of customer intent, improving self-service without the need for rigid menus or predefined responses.
- Supercharged Service Representatives: When a conversation requires a live service rep, the Customer Intent Agent provides valuable context and suggestions, helping the rep resolve issues quickly. The service rep can use the Ask a question tab in the Copilot help pane to access intent-based recommendations, streamlining the service process.
“The Customer Intent Agent enables contact centers to enhance self-service capabilities and provides service reps with actionable insights to deliver better customer experiences,” said David Rudnick, Chief Technology Officer at LG Ad Solutions. “This leads to more efficient customer service and faster issue resolution.”
3. Build Your Knowledge Base Efficiently
The Customer Knowledge Management Agent for Dynamics 365 Customer Service helps organizations scale their knowledge base without requiring service reps to manually create knowledge articles. By analyzing case data, conversations, and notes, this agent autonomously generates knowledge assets that are current, accurate, and clear.
Service reps often struggle to create knowledge articles due to time constraints, and maintaining knowledge hygiene requires regular reviews. With the Customer Knowledge Management Agent, organizations can automatically generate knowledge articles based on real-time case and conversation data. The agent checks for similar content already in the knowledge base before creating new assets, ensuring no duplication.
Admins can configure rules to approve or reject AI-generated knowledge articles, and they can choose whether to make them available for self-service in chatbots or IVRs.
“By automating the creation and maintenance of knowledge assets, businesses can ensure that their knowledge base remains accurate, current, and relevant,” said David Rudnick, Chief Technology Officer at LG Ad Solutions. “This reduces the burden on service reps while keeping the knowledge base up to date.”
Transforming Contact Center Efficiency with AI
Microsoft’s new AI agents represent a significant leap forward in Dynamics 365 Customer Service and Contact Center, enabling businesses to create more efficient, intelligent, and scalable customer service solutions. By automating case management, understanding customer intent, and improving knowledge management, these agents allow contact centers to focus on providing exceptional customer experiences while reducing operational costs.
With these AI-powered solutions, businesses can enhance both customer and service representative interactions, boosting overall efficiency and satisfaction.
SOURCE: Microsoft