Revolutionizing Customer Service: Meet Microsoft’s AI Agents!

The Future of Customer Service with AI Agents

Now available in public preview, Microsoft introduces three AI service agents for Dynamics 365 Customer Service and Contact Center: Case Management, Customer Intent, and Customer Knowledge Management agents. These agents are designed to learn, automate, and enhance customer interactions, ultimately improving business efficiency and reducing costs.

Boosting Efficiency and Customer Experience

With these autonomous agents, contact centers can significantly improve their efficiency and elevate the customer experience. By analyzing chat logs, call recordings, and case notes, the agents harness valuable insights from experienced customer service representatives. This allows them to enhance self-service options with automatically generated knowledge that evolves to tackle emerging customer issues.

Automate Case Management Like Never Before

The Case Management Agent is designed to streamline the case management process, reducing handling time and improving customer satisfaction. This agent automates essential tasks, allowing customer service representatives to focus on solving complex issues. It automatically creates and updates cases during customer conversations, tracks cases needing attention, and can even resolve issues autonomously.

Understand Customer Intent to Provide Elevated Service

The Customer Intent Agent leverages generative AI to analyze past interactions, creating an intent library that helps understand customer needs. This agent continuously updates itself with new data, enabling self-service and assisting service representatives effectively.

Evergreen Self-Service

This agent transforms self-service capabilities by using past customer conversations to determine responses, making it smarter and more adaptable.

Supercharged Service Reps

When human intervention is needed, the Customer Intent Agent provides context and relevant suggestions, enabling service representatives to resolve issues more efficiently.

Build Your Organization’s Knowledge with Efficiency

The Customer Knowledge Management Agent helps organizations create and maintain a robust knowledge base with minimal effort from service representatives. It autonomously generates knowledge articles from various data sources, ensuring that the knowledge base remains current and accurate, which is essential for effective customer assistance.

Learn More About AI Service Agents

You can start using all three AI service agents now in public preview. For more details, visit the Autonomous agents overview.