Intelligent appointments

  • Article

Intelligent appointments provides customers and financial institutions with a convenient meeting scheduling experience on the customers' preferred channel or in person. This solution provides the scheduling experience in a manner that easily and quickly matches the availability, relevance, and skills of the customer's financial needs advisor to offer meaningful interactions.

Screenshot of the Intelligent appointments page.

Important

Any upgrade from the Preview version of Intelligent appointments solution to the GA version is not supported. You must uninstall any previously installed Preview versions of Intelligent appointments before installing the GA version.

Capabilities of Intelligent appointments

The key capabilities of Intelligent appointments include the following:

  • Scheduling capabilities: The capabilities include the skill-based search for available advisors, contextual capabilities to enhance the matching algorithm, and meeting scheduling and management. Any scheduled meeting is automatically synchronized with the advisor's Dynamics 365 and Exchange calendars.

  • Appointment self-service: The API allows banks to use the scheduling solution and create an engaging appointment self-service experience.

  • Communications: Customers can schedule confirmations, reminders, and cancellations through SMS and e-mail channels. The bank can guide the customer on the documentation to carry for productive meetings. The communications that the solution provides out of the box are based on Power Automate. However, you can replace them with integrations to a third-party communication service.

  • Schedule meetings on behalf of customers: Offers API support for implementing custom solutions and apps, incorporating in Dynamics 365 apps or any third party CRM tool, and for completing the scheduling solution. This allows contact center representatives and advisors to use the same scheduling experience and capabilities as the customer.

  • Scheduling administration: Supports the setup and configuration of all aspects of the scheduling experience, provides admins with the ability to set up the available meetings, their requirements, communications settings, and available system presets through a back-office application . This also provides managers with the ability to track schedules and manage the advisors' skills and availability settings.

See also

Configure intelligent appointments
What is Microsoft Cloud for Financial Services?