MS Dynamics and Power Platform Blog

  In Dynamics 365 Customer Service, artificial intelligence features have been introduced to enhance customer service capabilities, improving efficiency and deliver personalized experiences. Following are key features available currently: 1)       AI-Powered Case Routing: Dynamics 365 Customer Service uses AI algorithms to intelligently route cases to the most appropriate agents based on factors such as skillset, workload, and past performance. This ensures that cases are assigned to the right agents for efficient resolution. 2)       Agent Assist: Agent Assist provides agents with AI-driven suggestions and recommendations while they are working on cases. It analyses case details, knowledge base articles, and historical interactions to suggest relevant solutions, responses, or next best actions, helping agents resolve cases more quickly and accurately. 3)       Sentiment Analysis: Dynamics 365 Cu...

Microsoft Dynamics 365 CE has incorporated various machine learning and artificial Intelligence features. this article provides overview of features  currently available in Dynamics 365 CE. Customer Insights: Microsoft has provided two products – Dynamics 365 Customer Insights – data and Dynamics 365 Customer Insights- Journeys. Customer Information can be analysed from different sources. 1)       Unified Customer 360 degree view:   Aggregate customer data from multiple sources to create comprehensive customer profile. Profile includes interaction history, preferences and more. 2)       AI-Powered Analytics: It can identify patterns, trends, and correlations within the customer data, enabling organizations to understand customer behaviour, predict future actions, and segment customers. 3)       Segmentation and targeting: Dynamics customer segments can be created based on criteria such as interest...