Customer Intent Agent
Detect intent instantly and route service requests correctly from the start.
Customer Intent Agent in Dynamics 365 Customer Service analyzes incoming customer messages, identifies the customer's intent, and classifies the request so cases are routed and prioritized correctly from the beginning. It matches requests against an evolving library of intents, enriches the case with relevant metadata, and suggests issue category and relevant solutions—supporting faster triage for bots and human reps.
What this agent does
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Analyzes incoming messages to identify customer intent.
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Classifies the request and suggests the issue category and solutions.
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Enriches cases with intent metadata to reduce manual triage work.
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Supports routing and prioritization decisions early in the process.
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Continuously improves intent recognition as the intent library evolves.
What you can expect
Measured as improved first response time and CSAT for routed requests (baseline vs after).
Measured as reduced SLA breaches on high-priority intents and fewer escalations due to misrouting.
Measured as routing accuracy (% correctly classified) and consistent intent taxonomy usage.
Measured as reduced time-to-triage and fewer reassignment loops per case (before vs after).