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[This article is prerelease documentation and is subject to change.]
Autonomous agents are intelligent tools designed to enhance customer service efficiency and effectiveness in Dynamics 365 Contact Center and Dynamics 365 Customer Service. With generative AI, they improve customer intent discovery and real-time knowledge management and support self-service and assisted scenarios.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Customer Intent Agent
The Customer Intent Agent uses generative AI to autonomously discover intents by analyzing past and current cases and customer conversations. It identifies the most common intents and suggests new ones, helping you understand customer needs better. This agent can also recommend the best knowledge articles to resolve customer issues, improving self-service and assisted service experiences. Learn more in Use intent agents.
Case Management Agent
Note
Case Management Agent is available in Customer Service only.
The Case Management Agent helps automate case lifecyle—create, update, resolve, and close—to save time that service representatives would otherwise spend on manually filling case details. Administrators can customize the agent's behavior by configuring rules per the organization's requirements. Learn more in Use Case Management Agent to create and update cases and Use Case Management Agent to follow up and close cases.
Customer Knowledge Management Agent
Note
Customer Knowledge Management Agent is available in Customer Service only.
The Customer Knowledge Management Agent helps extract knowledge from cases and manage customer knowledge in real time. After a case is closed, the Knowledge Management Agent analyzes case details, fills knowledge gaps, and makes sure of compliance. Learn more in Review knowledge articles created by Customer Knowledge Management Agent.
Related information
Enable intent for support representatives
Overview of Customer Intent Agent
Set up Case Management Agent
Manage Customer Knowledge Management Agent
Set up a pay-as-you-go plan