First Look: Microsoft Dynamics 365 AI for Customer Service

The Microsoft Business Applications October 2018 release brings significant investment to the Dynamics 365 and Power Platforms (Power Apps, PowerBI, Microsoft Flow) as well as the Common Data Service.

The Microsoft Business Applications October Release Notes (available here: https://aka.ms/BusinessAppsReleaseNotes) include 245 pages of customer enhancements.

The areas of significant investment are detailed above. This post will take a look first look at the new class of intelligent applications, specifically:

Dynamics 365 AI for Customer Service.

Microsoft has taken the experience of deploying large scale AI deployments at HP and Macy’s and infused them into Dynamics 365 AI for Customer Service.

HP uses Microsoft AI to transform its customer support experience:

Macy’s uses Microsoft AI-driven virtual agent to transform customer service with Dynamics 365:

First Look - Microsoft Dynamics 365 AI for Customer Service

Dynamics 365 AI for Customer Service Insights utilizes natural language understanding (above).

Microsoft Dynamics 365 AI for Customer Service Insights empowers Customer Service Managers to quickly identify high volumes of unresolved cases (above).

Dynamics 365 AI for Customer Service enables Managers to quickly divert traffic of a specific topic to a virtual agent using intelligent workflow based on AI logic (above).

Dynamics 365 AI for Customer Service enables Service Managers to train virtual agents to resolve customer issues through the use natural language understanding (AI). The creation of adaptable models are created using easy to use drag and drop logic (above).

Watch Satya Nadella and Navrina Singh deliver the First Look at the Dynamics 365 AI for Customer Service demo here.

Dynamics 365, the Power Platform and Dynamics 365 AI for Customer Service use the intelligent capabilities of Microsoft Azure.

In addition to Dynamics 365 AI for Customer Service the Dynamics October release includes:

• Dynamics 365 Remote Assist (Mixed Reality with Hololens)
• Dynamics 365 Layout

Read the full announcement blog from Alysa Taylor here: Announcing new AI and mixed reality business applications for Microsoft Dynamics

Microsoft is empowering millions through democratizing the power of machine learning, cognitive services and augmented intelligence through their suite of Dynamics 365 intelligent business applications.

To learn more about the Dynamics 365 AI suite contact your local Microsoft Representative or visit: https://aka.ms/dynamics365ai

• Dynamics 365 AI for Sales
• Dynamics 365 AI for Customer Service
• Dynamics 365 AI for Market Insights

It's an amazing time to be leveraging Microsoft's intelligent business applications. The October release is just one step in a long journey to 'empower everyone on the planet to achieve more'.

How are you leveraging your data, with easy to use AI to improve your Customer Service experience?

- Nick