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Hello community! We have some updates to share with you.
We constantly evaluate our approach to products based on customer feedback. Beginning with 2020 release wave 2, the features that comprise Customer Service Insights including AI-powered topic clustering, knowledge base and case suggestions, and rich embedded analytics, are being deeply integrated into the agent and manager experiences in Dynamics 365 Customer Service. These will replace and build on the offerings we provide in the standalone Customer Service Insights application we have today at https://csi.ai.dynamics.com. We believe that by building AI and analytics into the core product, we will support a richer agent and manager experience. More information on the integrated experience in Dynamics 365 Customer Service is available here.
Given the improvements mentioned above, we are announcing the retirement of Dynamics 365 Customer Service Insights standalone and the Virtual Agents for Customer Service bundle by December 8, 2021. After that time we will no longer offer Dynamics 365 Customer Service Insights as a standalone web application. We recommend Customer Service customers move over to the embedded experiences as soon as possible. Additionally, as it relates to the Virtual Agent for Customer Service bundle, we will continue to invest in integrations between Power Virtual Agents and Customer Service Enterprise, thus enhancing the joint value provided by both products.
For more information or questions, please reach out to csisvaforcshelp@microsoft.com.
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