Soon, more Dynamics 365 customer service scenarios will involve interacting with a virtual agent powered by Microsoft’s artificial intelligence (AI) technologies, the software giant announced during its Ignite conference in Orlando, Fla. Sept. 25-29.
Microsoft is layering AI capabilities onto Dynamics 365, a cloud-enabled suite of customer relationship management (CRM) and enterprise resource planning business applications, beginning with a customer-care solution. The offering attempts to solve problems with helpful and convincing conversations that AI agents can then hand off to customer service personnel if required.
“Our goal is to increase satisfaction across areas where we engage the customer and within internal support teams who can work more effectively and efficiently,” wrote Steve Guggenheimer, corporate vice president of Microsoft’s AI unit, in a blog post. “This is accomplished by having virtual agents engage with customers to solve their issues, and seamlessly transfer to support agents only when necessary.
The agents receive real-time suggestions when a customer is handed off and can provide real-time feedback to train the virtual agents to become even more effective over time.”