Analyze and improve virtual agent performance through intuitive and actionable dashboards

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).

Virtual Agent for Customer Service integrates with Dynamics 365 Customer Service Insights, which provides detailed dashboards, allowing customer service managers to have a clear view of how their virtual agent is addressing customer service issues, resolution rates, abandonment, and successful hand-off to human agents.

Customer Service Insights also provides analytics and recommendations on how to continuously improve the virtual agent.