Improve Dynamics 365 Virtual Agent for Customer Service through topics for automation

  • Article

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.

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for AI for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Customer Service Insights identifies the topics that are best suited for automation using Virtual Agent for Customer Service. You can review the list of suggestions, import the suggested topics into a virtual agent, and deploy the virtual agent in minutes using the integrated experience with the Virtual Agent for Customer Service Designer. Every AI-produced suggestion includes the topic name, related triggers, and potential business impact on metrics, letting you focus on high-impact areas.

  • Discover all potential topics from support data, and efficiently identify high-business-value topics best suited for virtual agents.

  • Analyze and present the potential business impact for each suggested topic; for example, the impact on customer satisfaction (CSAT), or agent handling time.

  • Select and import suggested topics into virtual agents with an integrated one-click experience. Import all topic metadata discovered or produced by the service from support data, including the topic name and related triggers.