Experience the future of customer service with AI agents

Experience the future of customer service with AI agents (Public Preview of Autonomous AI Agents for Dynamics 365 Customer Service and Contact Center).

Real-time User Journey

This feature enables a seamless, autonomous end-to-end journey for both customers and service representatives:

1. Intent Detection: A customer reaches out via chat or voice. The Customer Intent Agent uses generative AI to immediately analyze the request against an “intent library” to understand exactly what the customer needs.
2. Autonomous Resolution or Routing: For common issues, the agent provides tailored solutions or asks follow-up questions to resolve the issue without human intervention.
3. Case Automation: If a human representative is needed, the Case Management Agent automatically creates a case, pre-filling attributes (like issue description and contact info) so the representative has full context immediately.
4. Proactive Follow-up: If the case remains open, the Case Management Agent tracks it and sends automated follow-up emails. Once resolved, it can even close the case and populate resolution details autonomously.
5. Knowledge Capture: After the interaction, the Customer Knowledge Management Agent analyzes the conversation and case notes to draft a new knowledge article, ensuring the organization’s expertise grows automatically.

Step-by-Step: How to Enable This Feature

To enable these agents during the public preview, follow these steps:

Prerequisite: Ensure you have Microsoft Copilot Studio message capacity set up in the Power Platform Admin Center (PPAC).

• Step 1: Access the Admin Center Sign in to the Copilot Service admin center (or Dynamics 365 Customer Service admin center).
• Step 2: Enable the Intent Agent Go to Support experience > Intent. Setup “Intent Discovery” to let the AI analyze historical case and conversation data. Once intents are generated, review and Approve them to move them to your library.
• Step 3: Setup Case Management Agent Go to Case Settings > Case Management Agent.
  • Select Manage to configure “Case creation and update” rules.
  • Select Autonomous case follow-up and closure to set rules for how many follow-ups the AI should send before closing a case.
• Step 4: Configure Knowledge Management Agent Go to Support experience > Knowledge > Customer Knowledge Management Agent.
  • Select Setup connections to link to Dataverse.
  • Enable the Power Automate flows provided in the setup wizard.
  • Click Publish to make the agent active in Copilot Studio.

Step 5: Assign Experience Profiles Go to Workspaces > Agent experience profiles. Edit the profile for your representatives and toggle on Copilot AI features (like intent-based suggestions and case processing) to “Enabled.”

Ref – https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/autonomous-agents-overview

Experience the future of customer service with AI agents