Easily discover high-volume or emerging support topics that can be automated with virtual agents

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).

On most customer service teams, human agents are overloaded, and organizations need them to stay focused on high-impact cases. Dynamics 365 Virtual Agent for Customer Service helps customer service managers identify and then automate high-volume and common support topics, letting human agents focus on high-complexity, high-impact topics, and improve the overall customer service experience.

Virtual Agent for Customer Service and Dynamics 365 Customer Service Insights use support case data from the Dynamics 365 for Customer Service application, or a case management system of your choice, to identify high-volume and emerging support topics that can be automated. These recommendations are surfaced in the virtual agent authoring experience. The customer service manager can then choose to author solutions for these topics in the virtual agent.

In Public Preview

The customer service manager will be able to automate the top and emerging issues being discovered from support case incidents and virtual agent chat transcripts.