Microsoft Launches AI Features for Dynamics 365

Dóra Rapcsák
October 09, 2018
October 09, 2018
7 min read

We’re always excited to hear about the latest technology advancements in the call center and customer service industry. And luckily, there are plenty of them at the moment.  

The industry’s leading companies are always competing with their rivals to rule the market. And in order to rule the market, they need to continuously innovate their technologies and processes.

Just recently we talked about Google Duplex and Contact Center AI, Google’s artificial intelligent applications that are capable of communicating with customers over the phone.

This time, it was Microsoft’s turn to introduce something big, and they certainly did: the tech giant announced the release of new AI features in Dynamics 365, a CRM system that was introduced two years ago.

It seems that the rise of machine learning continues to grow, but how does the latest AI technology affect the customer service industry, and more precisely call centers? Read on to find out for yourself!

What is Dynamics 365?

Two years ago Microsoft – in a similar way to other tech giants – embarked on a mission to help businesses accelerate their digital transformations by launching a business application, called Dynamics 365.

Dynamics 365 is a cloud-based system that brings together the best of Microsoft’s customer relationship management (CRM) and enterprise resource planning (ERP) solutions into one integrated, cloud-based service.  

Amongst other things, the software has a customer service module that helps businesses manage and track customer service activities, while allowing them to deliver a fast and personalized service.

This customer service hub was designed to help customer service agents keep up with ever-changing customer demands. Its advanced features allow call centers to track customer issues, record every customer interaction, manage performance and productivity through reports and dashboards, and create and schedule services.   

Also included are some more call center-specific features that help empower customer service representatives to deliver an exceptional customer service across several channels.

Dynamics 365 AI features

Two years after its introduction, a number of AI features have now been added to Dynamics 365.

By announcing these new features, Microsoft has taken its journey into AI one step further. As Microsoft’s Corporate Vice President, Alysa Taylor noted, “the new class of AI applications will not only unify customer data but also infuse it with advanced intelligence to guide decisions and empower organizations to take informed actions”.

The solution now includes customer data and insights, LinkedIn integration, and other intelligent technology, such as machine learning and predictive analytics.

Previously, Microsoft introduced Dynamics 365 AI for Sales, its first AI features added to the Dynamics 365 solution, with the aim of helping sales teams improve their performance by using features such as sentiment analysis and warnings about deals being at risk.

Now, the company has further expanded its portfolio by adding two new solutions, Dynamics 365 AI for Customer Service and Market Insights. The Customer Service feature focuses on leveraging natural language understanding to predict customer service problems, as well as helping with the deployment of chatbots that can handle customer queries.

The Market Insights app will allow businesses to access a great amount of social sentiment, and help them increase their brand loyalty by analyzing these insights.

Calls centers utilizing Dynamics 365 AI

This set of new AI features introduced by Microsoft is clearly promising for call centers.

However, it’s important to mention here that AI usage is nothing new in the customer service industry. In fact, most call centers already utilize AI solutions, such as virtual agents who resolve customer issues on agents’ behalf, and virtual assistants that support them with suggested answers during a customer interaction.

The main advantage of AI solutions in call centers is that they can improve customer experience by making it more personalized. And, as already mentioned in a previous article, when it comes to customer care, personalized customer service can make all the difference in our ever-more competitive business environment.

AI solutions used in call centers can analyze huge amounts of customer data, including purchase history, and are able to use this information to deliver personalized offers.

Furthermore, as Dynamics 365 AI for Customer Service is able to predict customer service problems, it can allow call centers to increase their First Call Resolution by helping agents resolve queries more efficiently. In addition, AI-powered chatbots can help provide a fast and smooth call center experience for customers, and thus increase customer satisfaction significantly.

For example, chatbots can be programmed to answer routine questions and therefore take responsibility for some automated conversations with your customers – however, if any problem occurs, a live agent can always intervene in the situation and take over the communication.

Chatbots can also carry out repetitive tasks instead of call center agents, thus allowing agents to handle more complex tasks. As a result, agent workload and potential burn out, due to the struggle of dealing with never-ending and low-value repetitive tasks, can be reduced.

Take away

There’s no doubt that AI technologies have already changed a multitude of industries, including the call center and customer service industry. There are many pending questions yet to be answered, but one thing is certain: artificial intelligence continues to evolve each year, impacting how we live and work.

Forward-thinking call centers already leverage solutions as Google’s Contact Center AI and Amazon’s Dynamics 365 AI on a daily basis. And we expect many more solutions to appear in the next few years.

Dóra Rapcsák
Dóra Rapcsák is Content Strategist and Copywriter at VCC Live®. As a Content Marketer and CX enthusiast, her aim is to discover and tell you about tomorrow’s ideas on Digital Marketing and Customer Experience.
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