Introduction to Customer Service Insights
Dynamics 365 Customer Service Insights helps both representatives and customer service managers make better decisions and improve customer satisfaction. Representatives and customers can use AI and analytics capabilities for Customer Service Insights and Omnichannel for Customer Service. You can empower your teams with insights into customer satisfaction–boosting analytics and AI-powered features to spend less time searching and more time engaging with customers.
Important
The Customer Service Insights standalone web application is no longer available after December 8, 2021. You can't use the standalone service after this date. The embedded Customer Service Insights features in the core applications will continue to be available and supported.
The premium AI capabilities in Customer Service Insights use advanced AI technology in natural language understanding and natural language generation to help your service team focus on what matters and guide them to success. As a representative, you can use real-time similar cases and knowledge article suggestions that are customized for the current context. The AI-driven technology allows representatives to help solve customer issues more quickly, improving resolution rates, and customer satisfaction.
These capabilities are deeply embedded into the core representative and manager experiences in Customer Service and Omnichannel for Customer Service.
Customer Service Insights connects with your Dynamics 365 Customer Service and Omnichannel for Customer Service data to provide your support organization with out-of-box AI and BI capabilities, such as customer service analytics, similar case suggestions and more. Different applications will surface slightly different feature sets, as detailed below.
Introduction to Customer Service Insights
Customer Service Insights is embedded both in Dynamics 365 Customer Service hub and Customer Service workspace apps.
After Customer Service Insights is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.
Users can view Customer Service Insights reports with a combination of BI analytics and AI insights for their organization. The reports use natural language understanding to automatically detect the language used in your support cases and group related support cases into topics.
The capabilities for embedded Customer Service Insights in Customer Service include:
Customer Service Historical analytics
Topic clustering for cases
Knowledge search analytics
AI Suggestions for similar cases and knowledge articles
Customer Service analytics in Power BI
Insights in Omnichannel for Customer Service app
Customer Service Insights for Omnichannel for Customer Service brings many of the same key operational metrics and features right into your daily contact center operations. Real-time customer sentiment analysis, combined with contextual AI suggestions of relevant cases and knowledge articles, helps representatives reduce customer frustration and case resolution times. With the sentiment analysis dashboard, you can use the real-time sentiment data to gain a better understanding of how customer interactions drive KPIs and satisfaction scores.
The capabilities for embedded Customer Service Insights in Omnichannel for Customer Service include:
Monitor conversations and trends
Analyze real-time customer sentiment
Enabling Customer Service Insights
Customer Service Insights are disabled by default. You can enable and configure the Customer Service Insights features and services for Dynamics 365 Customer Service and share them with service managers, who can then view and analyze the different activities performed. Setup is done in the Customer Service admin center app, but once configured will be available in both Customer Service Hub and Customer Service workspace apps.
Each of the Customer Service Insights reports is configured separately.