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Dynamics 365 Customer Service and Dynamics 365 Contact Center use AI agents and Copilot features to enhance customer service operations. They help automate routine tasks, provide intelligent responses, and assist customer service representatives (service representatives or representatives) in delivering optimal service. Autonomous agents are AI-driven programs that can converse with customers, deflect routine issues, collect context, and—when needed—handoff to a human customer service representative with full conversation history.
Autonomous service agents are AI-powered virtual agents that can handle customer interactions independently, providing quick and efficient responses to common inquiries and issues.
| AI agent | Description | Learn more |
|---|---|---|
| Case Management Agent | Helps automate case lifecycle—create, update, resolve, and close—to save time that service representatives otherwise spend on manually filling case details. | - Use Case Management Agent to create and update cases - Use Case Management Agent to resolve cases - Use autonomous agent to follow up and close cases |
| Customer Knowledge Management Agent | Helps extract knowledge from cases and manage customer knowledge in real time. After a case is closed, the Customer Knowledge Management Agent analyzes case details, fills knowledge gaps, and makes sure of compliance. | Use Customer Knowledge Management Agent to create and manage knowledge articles |
| Quality Evaluation Agent | Helps generate autonomous and AI-assisted assessments of customer interactions across cases and conversations using an evaluation framework defined by supervisors. | Use Quality Evaluation Agent to evaluate customer engagement |
| Customer Intent Agent | Uses generative AI to identify the most common intents and suggests new ones, helping you understand customer needs better. | Use Customer Intent Agent-based suggestions to handle conversations |
| Customer Intent Agent for voice | Uses generative AI to autonomously discover intents in your Dynamics 365 Contact Center instance. Intent benefits self-service scenarios by enabling agents to quickly understand customer needs, guide conversations with follow-up questions, and provide tailored solutions in real time. | Set up voice agents to use intents |
| Intent-driven routing | Enhances the efficiency and accuracy of routing customer interactions. By capturing customer intents from incoming conversations and mapping them to appropriate solutions, intent-driven routing makes sure that customer queries are directed to the most suitable service representatives. | Use intent-driven routing to route conversations |
| Rollout manager | Helps AI administrators and supervisors adopt autonomous AI agents in a phased, guided, and controlled manner. | Use rollout plans to manage AI agents |
| Agent insights dashboard | Equips supervisors with real-time visibility into key performance indicators and operational trends regarding their AI agents. | View the Agent insights dashboard to monitor AI agent performance |
Copilot features are AI-powered assistants that help service representatives by providing suggestions, automating tasks, and enhancing productivity during customer interactions.
| Feature | Description | Learn more |
|---|---|---|
| Ask a question | Lets you ask a question about your data. When you sign in to any of the service representative apps, Copilot opens in the right side panel with the Ask a question tab ready. Copilot acts as your partner, helping to answer questions without you having to search for the information. | Use Copilot to ask a question |
| Auto prompts | Suggests prompts based on the context of an active case or the conversation. | Use auto prompts |
| Proactive prompts | Suggests prompts proactively, without you having to type one, that you can use to prioritize cases effectively and solve customer queries quickly. | Use proactive prompts |
| Summarize conversations | Summarizes conversations to provide context and relay the steps that you took to solve the issue. You can summarize chat and transcribed voice conversations. | Use Copilot to summarize conversations |
| Use Copilot-generated case summaries | Use Copilot-generated case summaries in Customer Service that help you quickly understand the context of a case and resolve customer issues more efficiently. | Use Copilot-generated case summaries |
| Summarize a case | Summarizes a case based on the case fields and activities associated with the case in non-Microsoft CRM systems. | Summarize cases in non-Microsoft CRM systems |
| Draft emails | Drafts emails based on instructions provided in the email editor or predefined prompts. | Draft emails with Copilot |
| Chat with case data | Lets you have conversation with your case data. Microsoft 365 Copilot works across Microsoft 365 apps to help you unlock business scenarios in your organization. | Use Microsoft 365 Copilot to chat with with case data |
| Generate resolution notes | Generates resolution notes based on the case details, emails, and notes linked to the case to help you close the case or incident faster. | Generate resolution notes with Copilot in non-Microsoft CRM systems |
| Generate knowledge draft | Generates a knowledge draft when you resolve a case and select the option to propose knowledge article for the case. | Use Copilot to generate knowledge drafts from cases |
| Copilot analytics report | Helps service representatives complete tasks related to conversations and email more easily. With the Copilot report, supervisors and customer service managers can identify the effect that Copilot is having across their customer service operation. | View Copilot analytics report |
By leveraging these AI agents and Copilot features, organizations can improve customer satisfaction, reduce response times, and enhance the overall efficiency of their contact center operations.