Dynamics Virtual Agent for Customer Service

It is still winter in Washington, DC, but spring is just around the corner.  We can look forward to cherry blossoms, the Potomac shad run, and Microsoft's next release of Dynamics 365.

Microsoft has published the release notes for April '19 and there are many highlights.

Artificial Intelligence is still one of the hottest trends, and Microsoft has a steady stream of new AI features of Dynamics, such as

  • Dynamics 365 Virtual Agent for Customer Service provides AI-powered chat bots to optimize the customer experience.
  • Dynamics 365 Customer Insights enables every organization to unify and understand their customer data to harness it for intelligent insights and actions.
  • Dynamics 365 Fraud Protection enables the e-commerce merchants to drive down fraud loss, increase bank acceptance rates to yield higher revenue, and improve the online shopping experience.

Alysa Taylor, Corporate Vice President, Business Applications & Industry at Microsoft has written a blog post with more information on these AI and mixed reality innovations.

She highlights Dynamics 365 Customer Insights which is now available for preview, as well as Dynamics 365 fraud protection for e-commerce, Dynamics 365 Product Visualize, and Dynamics 365 Remote Assist.

Dynamics 365 Customer Insights
Taken alone, each of these new capabilities would be impressive, but they are released along with dozens of other enhancements in the product.  The pace of innovation underscores Microsoft's commitment to the Dynamics 365 platform and related Office 365 technologies such as PowerApps. The Power Platform consists of Power BI, PowerApps, Microsoft Flow, and Common Data Service for Apps which extend, customize, and integrate Dynamics 365 and Office 365.  The April '19 release provides major improvements to enable developers and business analysts to create reports, visualizations and solutions more easily, while still supporting advanced enterprise and administrator requirements.

To learn more and see all these features in action, join the Virtual Launch Event on April 2, 2019.