Lead the service transformation using Copilot and AI agents that work across touchpoints. Combining AI with human expertise boosts efficiency, enhances experiences, and frees teams to focus on what matters most.
Achieve more with agentic service : Make every interaction count
Uncover and act on customer intent in real time
Understand what customers want, ask follow-up questions, and provide tailored solutions as issues arise. The Customer Intent Agent continuously analyzes customer conversations for insights that are used to dynamically enhance self-service and rep-assisted interactions
Turn conversations into knowledge
Automatically build and maintain knowledge—including from articles, playbooks, workflows, and actions—with the Customer Knowledge Management Agent. Your content stays accurate, relevant, and ready to use for reps and self-service, with minimal manual effort.
Enable self-service across channels
Empower customers to resolve issues through conversational agents for voice and digital channels such as text, chat, and web. With Dynamics 365 Contact Center, you can create a Copilot-first contact center that reduces wait times and improves satisfaction.
Get a 360 degree view of every customer
Unify customer data across systems so every interaction is guided by relevant contextual details. Customers never have to start over—reducing repetition, speeding resolution, and building loyalty.
Make every conversation consistent and personalized
Seamlessly manage customer requests from any channel with Dynamics 365 Customer Service. Reps have instant access to customer history, preferences, and open cases—plus they can use AI insights to proactively resolve issues and uncover upsell opportunities.
➡ Next week, we’ll explore how to elevate your team’s impact and transform operations with Copilot and automation.