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Important
Some of the functionality described in this release plan 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
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
May 15, 2025 |
- | Oct 2025 |
Business value
This feature takes a customer-centric approach with the intent determination process being a key component in understanding and categorizing customer needs. The intent groups represent the customers' reasons for contact more accurately, leading to efficient assignment and potentially improving customer satisfaction. The user groups allow for efficient management and operational agility, addressing the challenges of balancing service requests and supporting representatives' availability. The mapping of user groups to intent groups helps to streamline the routing process, reduce complexity, and enable quicker resolution of customer issues.
Feature details
- Intent determination: Use generative AI to recognize customer intent, a natural language description of a customer problem; and intent groups—logical clusters of similar intents that represent the broad customer pain points and business expertise needed to address these pain points.
- Customizable user groups mapped to intent groups: Manually curate user groups to create clusters of support representatives with similar capabilities and expertise and decorate groups based on attributes such as language, region, and other business criteria. Administrators can map user groups to intent groups and configure certain matching conditions if required.
- Intelligent assignment: Match customer inquiries to the most appropriate support representative in the user group based on real-time attributes like capacity and presence.
- Integration and flexibility: Easily integrate with existing customer service platform and provide flexibility to adjust routing parameters, adapting to changing business needs and customer demands.
- Supported channels: Live chat and persistent chat; case (Incident entity in record channel).
