Uploaded October 2024 | Updated September 2026, 1 hour ago

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The Customer Intent and Customer Knowledge Management 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 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.

Learn more: https://msft.it/6054mCMvu

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