Overview of Dynamics 365 Customer Service Insights 2019 release wave 2


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.


Some of the functionality described in these release notes 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 using industry-leading artificial intelligence. These insights empower customer service managers to make better decisions to improve customer satisfaction and operational efficiency with confidence.

Thanks to the power of artificial intelligence (AI), machine learning, and business intelligence (BI), you can easily get a clear view into your contact center on what is happening, why it is happening, and what could happen, and then decide your best course of action. The AI model used by Customer Service Insights proactively learns from users’ gestures and optimizes over time per each individual customer. Best of all, the AI capabilities are included out of the box and don't require any AI expertise to use.

With the product’s general availability (GA) in April 2019, we enabled an integrated experience with more enterprise capabilities that give you a richer view into your customer service organization.

In the 2019 release wave 2 updates, you'll see a number of new capabilities released every month. These features include the ability to create shared workspaces that connect to your case data stored in Dynamics 365 and Common Data Service, which can include data from Salesforce, Zendesk, ServiceNow, or other sources.

In addition, you'll be able access Customer Service Insights directly from the Dynamics 365 Customer Service application without losing context. Additional dashboards and metrics in your Customer Service Insights workspaces will provide a deeper view into your organization and opportunities to improve. Enhancements to existing AI-driven topic generation features as well as additional features using artificial intelligence will continue to help you make better decisions and proactively improve customer satisfaction with confidence.

Throughout 2019 release wave 2, you'll see a number of new capabilities in Customer Service Insights. 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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