Bot-assisted agent guidance
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.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| End users by admins, makers, or analysts |  Oct 24, 2019 |
- | Jan 31, 2020 |
Feature details
Bot-driven conversation context-based recommendations can help agents resolve issues faster. Some potential capabilities that can be built are:
- Suggest quick replies based on the conversation context.
- Knowledge article suggestions for agent to share with customer.
- Suggestions on the next best action that can be taken by the agent.
- Similar-case suggestion for current conversation.
See also
Smart Assist (docs)