Dynamics 365 Customer service

Transform the way you serve customers with a complete generative AI-powered solution using Dynamics 365 Customer Service.

In this Guided Tour, you’ll learn how you can:

Personalize the service experience

Lighten the load for service representatives

Optimize service operations

Typically, chatbot experiences are limited to pre-defined topics and scripted conversations that are time-consuming to maintain, and often outdated, resulting in escalations to a service representative.

With Generative Answers, this chatbot experience is different. Customers can type questions in natural language and engage in a personalized conversation.

Since the chatbot has access to approved knowledge bases, answering product-related questions is effortless.

Copilot seamlessly generates a personalized response, with verifiable sources, so customers can feel confident they have the right answer without escalating to a service representative.

Click the dot to see how chatbots can seamlessly route customers to a representative for more complex issues.

Since the chatbot has access to approved knowledge bases, answering product-related questions is effortless.

Copilot seamlessly generates a personalized response, with verifiable sources, so customers can feel confident they have the right answer without escalating to a service representative.

If a customer has a complex inquiry, they can easily escalate to a live service representative.

AI-powered unified routing quickly assigns the conversation to the best-suited service rep based on their expertise, skillset, and current workload.

Dynamics 365 Customer Service offers a holistic, easy to navigate view with a multi-session workspace and tools to help quicker resolution.

When representatives receive incoming chat requests, they can get a summarized conversation to quickly get up to speed - saving time reading through the transcript.

As representatives engage with customers, they can use quick replies to offer a quick, friendly, and professional start to the conversation.

As the conversation progresses and customers ask questions, representatives can use Copilot to get answers.

Click the dot to see how service reps get the information they need.

In response to customer inquiries, Copilot auto-prompts questions that service reps are likely to ask.

Then, using customer relationship management (CRM) data, knowledge sources, and customer interactions, Copilot crafts a personalized response that representatives can easily verify and edit before sending to the customer, saving valuable time.

Click the dot to see how representatives can easily transition to audio or video calls.

At any time during the conversation, service representatives can easily invite customers to join a Microsoft Teams call. They can quickly generate a browser link so customers can join the call without any download or login.

The communication panel provides a powerful suite of tools.

Representatives can add notes in the system and see live transcripts, as well as a customer sentiment indicator. They can also easily consult with a specialist within their team for deeper expertise or transfer to another service representative.

The conversation summary provides a concise recap that representatives can add notes to or share with others, saving them time.

Customers also recieve a survey, enabling them to provide feedback that can be used to improve service over time.

In the Inbox of the Dynamics 365 Customer Service workspace, representatives can conveniently view email cases assigned to them.

When they reply to an email, they can use Copilot inline to generate a draft response tailored to the customer in seconds.

Without leaving the inbox, service reps can use Copilot to generate an email draft, using context from previous emails and company knowledge sources to ensure the message is tailored to each interaction.

Representatives can choose to edit the message if needed, or keep it the way it is before sending it.

On the dashboard, representatives can view the active cases assigned to them and take action on them. Copilot generates a case summary that helps them quickly get up to speed on each case.

Copilot offers a bulleted summary of interactions related to the case so far, as timeline highlights.

They simply fill in the closing details and resolve the case.

These features allow service representatives to ramp up and resolve issues faster by automating time-consuming tasks so they can focus on delivering high-quality service to their customers.

Customer service managers can make data-driven decisions with AI-powered insights and analytics from one comprehensive supervisor dashboard.

On the Insights page, they can control which analytic reports they want to see.

In the summary tab, managers see key performance indicators and topics to watch. Managers can filter dashboard views based on their preferences to get deep insights into all the cases coming from each channel.

Here, managers can review performance metrics across their team or per individual with full visibility into support conversations. Managers also receive alerts for conversations requiring intervention, helping ensure customer satisfaction.

These metrics help managers make decisions to drive efficiency, drill into topics that matter, and continually improve service operations.

Managers can use the Topics tab to see what’s impacting their organization.

With key topics and metrics highlighted, it’s easy for managers to stay up to date on conversations with customers and help representatives prepare for scenarios they may encounter, enhancing performance and improving customer interactions.

Empower customers, service representatives, and managers with generative AI, enabling effective communication, efficient case handling, and faster resolution.

Microsoft Dynamics 365 Customer Service enables you to personalize the service experience, lighten the load for service representatives and optimize service operations.