Three AI service agents for Dynamics 365 Customer Service and Contact Center are now available in public preview: Case Management, Customer Intent, and Customer Knowledge Management agents. These agents learn to address emerging issues, uncover new knowledge, and automate manual processes to boost business efficiency and reduce costs. With these agents, contact centers can improve efficiency and enhance the customer experience. The Case Management Agent simplifies and streamlines case management, reducing handling time and improving customer satisfaction. The Customer Intent Agent uses generative AI to understand customer intent and provide tailored solutions. The Customer Knowledge Management Agent helps scale knowledge with minimal effort from service reps. These agents are available in paid public preview.
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