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Dynamics 365

Deliver better experiences with Dynamics 365 Customer Service Insights

It’s my pleasure to announce the general availability of Dynamics 365 Customer Service Insights. Customer Service Insights helps provide better customer service experiences through the power of artificial intelligence (AI).

Customer Service Insights empowers your customer service managers to make better decisions to improve customer satisfaction and workforce productivity. This application delivers:

      • Out-of-the-box dashboards offering visibility into critical operational and performance metrics for your customer service organization.
      • Visibility into your top case volume and resolution time drivers, allowing you to focus on areas with the greatest impact.
      • Insights into emerging topics, allowing you to tackle issues before they become a major problem affecting your customers.
      • Deeper understanding of your customer satisfaction scores, helping you improve customer loyalty and brand sentiment.

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    Built-in dashboards with interactive charts and visual filters provide views of critical performance metrics, operational data, and emerging trends across channels from your customer service system. With Customer Service Insights, you can easily identify opportunities for improvement that have the greatest impact. This helps you evaluate and respond to key performance indicators (KPIs) while enhancing customer satisfaction.

    One of the outstanding capabilities is how we’re using AI to tackle a key problem for data-driven decision making in customer service; giving users the ability to understand in detail what new topics are showing up in support traffic and how KPIs correlate to specific topics. Traditionally either coarse tagging of support issues is done by agents handling the case, or fine grain clustering is done through manual inspection after the fact. Our natural language understanding technology supports automatic grouping of cases by support topics—eliminating the need to manually tag cases or rely on very coarse topic areas selected by users of agents. The AI models learn from human feedback to improve topic clustering and personalize topic generation over time. Users can rename topics to better suit their business needs, combine or split topics to achieve desired granularity, provide feedback on cases within a topic, and automatically identify emerging support topics before they reach an overwhelming volume.


    Thanks to this advanced topic clustering, new insights can be discovered as well. For example, it helps identify new emerging issues that may not have good solutions or KB articles available yet, or where there may be training needs on specific areas for agents. These unique AI capabilities empower your support team to better identify opportunities for providing positive customer experiences. Tessa Kloster’s blog post provides more detail on these additional capabilities and how to get started using Customer Service Insights.

    The KPI summary dashboard in Dynamics 365 Customer Service Insights.

    Watch this space

    It’s clear: AI is a catalyst for change—and in this case, change for the better. It’s transforming customer service by providing customer service managers insight into opportunities to improve the customer experience. Our AI technology supports a better customer experience, and helps businesses better engage and earn customers for life.

    Soon we will be announcing availability of the public preview of Dynamics 365 Virtual Agent for Customer Service. Virtual Agent for Customer Service is tightly integrated with Customer Service Insights, providing a natural way of translating findings from Customer Service Insights into action by automating common requests and fueling a positive customer experience.

    Check out Dynamics 365 Customer Service Insights, get more details on the capabilities in Tessa Kloster’s blog post, engage with us on the Customer Service Insights community, and learn more in our help documentation. Please let us know your feedback on the public preview of Dynamics 365 Virtual Agent for Customer Service. We look forward to hearing your input.

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