Roundtable: AI Agents in Dynamics 365 Customer Service

Customer service organisations are under increasing pressure. More inquiries, more complex cases, and higher expectations for quality and response times – without additional resources. AI is now a real option in customer service, yet many organisations struggle to understand where to start and what actually creates value in practice.

In this roundtable, we take your challenges as the starting point. Together, we explore where AI initiatives typically stall in customer service – when processes don’t align, data isn’t ready, and governance is unclear. The focus is on creating a shared overview and a common language – not on features or demos.

Drawing on experience from customer service organisations, Context& contributes perspectives and insights to help you assess what needs to be in place to use AI agents in Dynamics 365 Customer Service in a controlled and effective way. The goal is to relieve operational pressure, ensure service quality, and free up more time for customers.

• Where AI can realistically support customer service leadership – and where it does not make sense

• What currently prevents AI from scaling in customer service

• How AI agents can strengthen quality and managerial oversight with human control

This is a roundtable – not a demo‑heavy webinar.

You will gain:

• A clear overview of AI agents in Dynamics 365 Customer Service

• Insight into where organisations realistically start in customer service

• Examples across the full service flow

• A practical dialogue on governance, quality, and accountability

• A realistic view of what Customer Service Agents can deliver today

Leaders and decision‑makers responsible for:

• Customer service and contact centres

• Customer Experience and service quality

• Digital transformation and CRM

• Operations, IT, and business applications