In this blog post, we’ll highlight 5 New Features Added to Microsoft Dynamics 365 Customer Service. With the first release wave of 2021, Microsoft focused on the following improvements:
- enable customers to get started quickly.
- Provide an all-in-one contact center.
- Transform the contact center's routing.
A number of new and improved features make the The Added Value of Artificial Intelligence for Customer Service very clear:
- to match customer inquiries with the appropriate knowledge source(s).
- to route customer inquiries to the appropriate expert.
1. Intelligent Routing
The New intelligent routing capabilities in Dynamics 365 Customer Service We use AI models and rules to classify service requests and assign them to the most appropriate employees. The assignment rules take into account employees’ skills and workload, the type of customer, priority, urgency, and so on.
This intelligent routing applies to all service requests that come in from all channels (omnichannel: cases, entities, chat, digital messages, and voice).
This new feature eliminates the need for constant queue monitoring and manual task assignment, providing operational efficiency for your organization.
2. Multilingual support for AI suggestions for similar cases and knowledge articles
A useful feature in Dynamics 365 Customer Service is the AI suggestions for knowledge articles and similar cases that have been successfully resolved in the past. The AI suggestions are displayed in “”Smart Assist" (see screenshot below), an intelligent assistant that provides real-time recommendations. Thanks to these recommendations, customer service representatives can resolve customers' issues more quickly.
This feature was launched back in 2020, but administrators could only configure it in organizations with English as the primary language. Since the latest release, the following languages are now also supported:
- Dutch
- French
- German
- Spanish
- Italian
- Japanese
After an agent opens a request or accepts a call, Smart Assist checks the language in the language settings as well as the language in the request or call. If the language verification is successful, the suggestions are displayed in the language used in the request or conversation.
>> Watch this video about AI suggestions in Dynamics 365 Customer Service (Smart Assist)
3. Searching Multiple Knowledge Sources at Once
Customer service agents can now Search for files, documents, or knowledge articles across multiple sources using a single search interface, such as SharePoint sites, OneDrive, and third-party knowledge management systems. This way, employees no longer have to sift through different sets of information and can provide better and faster service.
4. Improved analytical tools for customer service managers
The newly designed dashboards include many changes to provide supervisors with a comprehensive overview of key metrics, such as open and closed cases, customer satisfaction scores (CSAT), and customer sentiment (using. Microsoft Cognitive Services and text analysis). All of this is done to gain a faster understanding of how agents and queues are performing and what actions are needed to improve service. Actions such as reducing or increasing the workload of certain agents, adjusting queue assignments, coaching soft skills to improve customer sentiment, etc.
5. Omnichannel Voice: Generally Available
In September 2020, Microsoft announced the preview of a new voice channel for Dynamics 365 Customer Service. “Omnichannel Voice” is an end-to-end solution that consolidates all customer interactions across all channels (voice, text, and digital messaging). With the 2021 Release Wave 1, this solution will become generally available.
Omnichannel Voice enables an all-in-one customer service solution:
- No matter which channel the conversation with the customer takes place on, the customer service representative always has a complete view of the customer's context and history.
- Employees can provide support through both voice and digital messaging, thereby offering highly personalized service to customers.
- With integration powered by Azure Communication Services, both agents and supervisors have direct access to omnichannel insights and analytics, ranging from customer interactions to AI-driven topic clustering.
