Introducing the Customer Intent Agent In Dynamics 365 – Part 1
The Customer Intent Agent in Dynamics 365 Customer Service and Contact Center is an AI tool that identifies and understands customer intents to streamline support interactions. It categorizes issues, suggests questions for reps, and integrates with knowledge articles. The agent works by analyzing conversations and mapping them to specific intents or intent groups. It helps reps ask the right questions and propose solutions efficiently. The tool is part of the 2025 Release Wave 1 and is available with a premium license. Configuration includes setting up lines of business for intent-based routing. The agent is in a paid preview mode, requiring a billing model for Copilot Messages.
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