Microsoft Adds AI Features to Dynamics 365 for Customer Care



Situations will involve interacting with a digital agent powered by Microsoft's artificial intelligence (AI) technology, the software giant announced during its Ignite conference in Orlando, Fla. Sept. 25-29.
Microsoft is layering AI capabilities onto Dynamics 365, that AI agents can then hand off to customer service personnel if required.


"Our Aim is to increase satisfaction across areas where we Engage the client and within internal support teams that can work more effectively and efficiently," wrote Steve Guggenheim, corporate vice president of Microsoft's AI unit, in a blog post. "That is accomplished by having virtual brokers engage with clients to fix their issues, and seamlessly transfer to support agents only when required.

The agents receive real time Suggestions when a client is handed off and can provide real time feedback to train the virtual brokers to become even more successful as time passes."


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