AI-powered innovations enhance customer service with 2024 release wave 1
Microsoft Dynamics 365 Customer Service has announced new and enhanced experiences as part of their 2024 release wave 1. The release focuses on extending Microsoft Copilot capabilities by infusing generative AI into customer, agent, and supervisor experiences. Voice, messaging, and email channels are also being enhanced to provide a unified, omnichannel experience. The release includes features such as AI-powered timeline highlights, prompt plug-ins, and contextual email drafting. Microsoft Copilot for Service is now available for use with existing CRM solutions and productivity apps like Microsoft Teams and Outlook. Other enhancements include voice channel improvements, workforce management forecasting, email enhancements, and next-generation AI with privacy features.
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