AI Agents in Dynamics 365 Customer Service
AI Agents i Dynamics 365 Customer Service
Reserve your spot and see how AI agents in Dynamics 365 Customer Service, help improve quality in the customer service team.
About the webinar
Automate case workflows and improve service quality with Copilot
Get a practical walkthrough of how AI agents in Dynamics 365 Customer Service automate case handling, improve knowledge sharing, and enable your team to act faster and more accurately.
About the webinar
Customer service is under pressure: rising expectations, increasing case complexity, and demands for faster response times - without additional resources.
Dynamics 365 Customer Service introduces AI agents that:
Automate core processes
Improve decision-making
Provide deeper insight into customer needs
The result is higher quality and faster case resolution.
What is AI in customer service, and where are we now?
AI is now embedded directly in Dynamics 365 Customer Service and operates within your workflows.
The four AI agents:
Customer Intent Agent
Identifies customer needs and suggests relevant responses and knowledge articles
Case Management Agent
Automates the full case lifecycle from creation to resolution
Customer Knowledge Management Agent
Creates and updates knowledge articles automatically
Quality Evaluation Agent
Evaluates customer interactions and ensures consistent quality
How AI works in Dynamics 365 Customer sevice - and how it supports your team
How AI works in practice
We show concrete examples of how AI is applied in customer service:
Analysis of customer interactions
Automated case handling
Knowledge creation and maintenance
Quality assurance of customer interactions
Integration into existing processes
