Uploaded October 2025 | Updated September 2026, 5 hours ago
The Customer Intent, Customer Knowledge Management, Case Management, and Quality Evaluation agents for Dynamics 365 Customer Service and Dynamics 365 Contact Center help contact centers transform customer experiences across self-service and human-assisted service.
• The Customer Intent Agent enables evergreen self-service by continuously discovering new intents from past and current customer conversations across all channels, mapping issues and corresponding resolutions maintained by the agent in a library.
• The Customer Knowledge Management Agent helps ensures knowledge articles are kept perpetually up-to-date by analyzing case notes, transcripts, summaries and other artifacts from human-assisted cases to uncover insights.
• The Case Management Agent streamlines case management to reduce handle time and ease the workload on service representatives.
• Quality Evaluation Agent assesses cases and conversations, providing quality scores and detailed evaluation insights to help supervisors take informed actions that enhance overall service quality.
Read more at https://msft.it/6058sAhiK
#Microsoft #Dynamics365 #Copilot
The Customer Intent, Customer Knowledge Management, Case Management, and Quality Evaluation agents for Dynamics 365 Customer Service and Dynamics 365 Contact Center help contact centers transform customer experiences across self-service and human-assisted service.
• The Customer Intent Agent enables evergreen self-service by continuously discovering new intents from past and current customer conversations across all channels, mapping issues and corresponding resolutions maintained by the agent in a library.
• The Customer Knowledge Management Agent helps ensures knowledge articles are kept perpetually up-to-date by analyzing case notes, transcripts, summaries and other artifacts from human-assisted cases to uncover insights.
• The Case Management Agent streamlines case management to reduce handle time and ease the workload on service representatives.
• Quality Evaluation Agent assesses cases and conversations, providing quality scores and detailed evaluation insights to help supervisors take informed actions that enhance overall service quality.
Read more at https://msft.it/6058sAhiK
#Microsoft #Dynamics365 #Copilot
