Understanding Agents 09 Dynamics 365 Contact Center & Customer Service
This video session explores the transformative impact of AI agents in Dynamics 365, focusing on the evolution from traditional systems to proactive, agent-driven experiences. Hosted by Marcus Schmidt and Edgar Wilson, the episode delves into how Dynamics 365 is transitioning from systems of record to action-driven systems with four key AI agents: Customer Intent, Case Management, Knowledge, and Quality. These agents enhance service operations, guiding representatives through Next Best Action and real-time voice agents to implement conversational AI effectively. Additionally, it provides insights into a unified service experience across Dynamics 365, Teams, Outlook, and M365 Copilot, highlighting the benefits of modular and composable architecture for flexibility. The video also showcases real-world applications, such as Visa’s success with agentic automation, illustrating the tangible outcomes of these advancements in customer service and contact center workflows.
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