The agent experience is the heart of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools. We offer several app experiences for you to choose from, depending on your support organization's needs.
Save agents time by using Copilot in Dynamics 365 Customer Service to diagnose, troubleshoot issues, and help draft customer responses.
Empower agents with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
Gain customer insights by sending automated, personalized surveys after completing field service calls.
Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.
Resolve issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response.
Increase productivity by automating routine tasks as well as complex transactions.
Access an omnichannel insights dashboard with AI-driven conversation and channel analytics, and KPIs all in one place.
Detect emerging trends and identify improvements across support topics, agent-customer interactions, and knowledge management.
Plan for the right level of staffing based on seasonality, predicted case, and conversational volume with the forecast report feature.
Quickly set up phone systems for agents to assist customers on a scalable platform built and operated by Microsoft.
Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.
Effectively communicate with customers in the language of their choice using real-time translation.
Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.
Use voice and behavioral recognition for a fast and personalized way to verify customer identities.
Deliver personalized responses with AI that monitors customer engagement and understands customer intent in real time.