Dynamics 365 Customer Service capabilities

Save agents' time by using generative AI to search for relevant and accurate information on trusted websites and internal documents, including previously resolved issues and knowledge articles.

Help agents be more efficient with real-time insights, visibility into active conversations, and proactive recommendations.

Provide agents with the ability to track and resolve customer issues quickly with 360-degree view of the customer’s journey.

Bring experts together to quickly resolve complex cases through embedded Microsoft Teams and intelligent case swarming.

Enable your agents to do their best work with an all-in-one, multisession desktop experience, including profile histories and engagement transcripts.

Increase first-contact resolution with intelligent unified routing that classifies issues and assigns them to agents with the right skillset.

Deliver relevant responses in real time with AI-powered chatbots. Resolve customer issues quickly with intelligent conversational bots that connect trusted websites and internal documents using generative AI.

Provide a powerful conversational experience with IVR. Resolve customer issues quickly through human-like interactions as IVR bots connect trusted websites and internal documents using generative AI.

Automate routine tasks as well as sophisticated transactions.

Provide customers with immediate access to the right content and knowledge articles.

Collaborate, share tips, and gather rich insights from other users and experts with personalised community portals.

Get precise insights into customer engagement centre performance to track KPIs and find opportunities to enhance CSAT.

Detect emerging trends and identify opportunities for improvement across support topics, agent-customer interactions, and knowledge management.

Eliminate manual processes with more than 700 prebuilt flows, and add custom data connectors to your ecosystem.

Monitor success using unified KPIs, and analyse agent actions with knowledge search insights.

Increase efficiency and reduce costs by building on existing capabilities and seamlessly interoperating with business applications—all within one platform.

Quickly set up phone systems for agents to assist customers on a scalable platform built, owned, and operated by Microsoft.

Whether it’s through email, text message, social network, or virtual assistant, provide faster service to customers on their digital channel of choice.

Effectively communicate with customers in the language of their choice.

Based on the customer’s emotions and needs, route the case to the right agent every time.

Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.

Gain insights into how consumers interact with your brand throughout their journey, and tailor personalised offers and recommendations.

Deliver personalised responses in context with AI capabilities that monitor customer engagements and understand customer emotions and needs in real time.

Track and analyse customer behaviour and data to identify engagement opportunities, reduce cart abandonment, and increase revenue and customer satisfaction.

Use voice and behavioural recognition for a fast and personalised way to verify customer identities.