Overview of Dynamics 365 Customer Service Insights 2020 release wave 1

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Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Dynamics 365 Customer Service Insights provides an actionable view into critical performance metrics, operational data, and emerging trends by using industry-leading AI. These insights empower customer service managers to make better decisions to improve customer satisfaction and operational efficiency with confidence.

Thanks to the power of AI, machine learning, and business intelligence (BI), you can easily get a clear view into your contact center on what's happening, why it's happening, and what could happen, in order to make decisions with confidence. The AI model used by Customer Service Insights proactively learns from users' gestures and optimizes itself over time. Best of all, the AI capabilities are included out of the box and don't require any AI expertise to use.

In the 2020 release wave 1 updates, you'll see a number of new capabilities in Customer Service Insights. These features include new views across the dashboards to help customer service managers focus on key support areas that need attention. These highlights will also be included directly in Dynamics 365 Customer Service, so you can get insights in context. Other new capabilities will help you take better action on the insights, including richer integration with Power Virtual Agents and access to the insights data for further analytics.

Please review the "what's new" page regularly for the latest updates. Additional feature requests can be added in the Customer Service Insights ideas page.

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