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Use Customer Intent Agent to improve service

Important

This content is archived and is not being updated. For the latest documentation, go to What's new in Dynamics 365 Contact Center. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Enabled for Public preview General availability
Users by admins, makers, or analysts Mar 31, 2025 -

Business value

By enabling support representatives to quickly understand customer needs and provide real-time tailored solutions, this feature reduces handling time and improves overall customer service. It also resolves customer issues more efficiently and reduces the need for human interactions, allowing support reps to focus on more complex cases and improving operational efficiency.

Feature details

Customer Intent Agent uses generative AI to autonomously discover ongoing intents from your CRM instance, analyzing past interactions to create an intent library that enhances dynamic conversations. This benefits both assisted and self-service scenarios by enabling support reps to quickly understand customer needs, guide conversations with follow-up questions, and provide tailored solutions in real time.

The feature also presents a curated list of questions and suggested solutions in the chat response box, enhancing support rep efficiency and reducing manual typing. For self-service, it generates relevant follow-up questions and uses collected information to query the knowledge source, leading to higher deflection rates and allowing support reps to focus on cases requiring manual intervention. This results in quicker issue resolution, reduced handling time, and improved overall customer service.

Geographic areas

This feature will be released into the following Microsoft Azure geographic areas:

  • Germany
  • Switzerland
  • United Arab Emirates
  • United States
  • Europe
  • Asia Pacific
  • United Kingdom
  • Australia
  • Brazil
  • Canada
  • India
  • Japan
  • France

Additional resources

Configure intent-based suggestions for Copilot agents (docs)