AI Features in Dynamics 365 Customer Service

-

 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 Customer Service includes sentiment analysis capabilities that analyze customer interactions, such as emails, chats, and social media posts, to determine the sentiment or mood of the customer. This helps agents prioritize and respond to customers based on their emotional state and provides insights into overall customer satisfaction.

4)      Knowledge Article Recommendations:

AI in Dynamics 365 Customer Service can recommend relevant knowledge base articles to agents based on the context of the case they are working on. This helps agents find accurate and up-to-date information to resolve customer inquiries more efficiently.

5)      Virtual Agent:

AI Power chatbots can be created using virtual agents. It can handle frequently asked queries. It can also interact with customers.

 

6)      Predictive Analytics:

Dynamics 365 Customer Service leverages predictive analytics to forecast service demand, identify emerging trends, and predict customer behaviour. This helps organizations anticipate customer needs, proactively address potential issues, and optimize resource allocation.

7)      Service Insights:

Service Insights provides AI-driven insights and analytics to help organizations monitor and optimize their customer service operations. It includes features such as performance analytics, trend analysis, and anomaly detection, enabling organizations to identify areas for improvement and take proactive measures to enhance service quality.

8)      Customer Voice Analysis:

Dynamics 365 Customer Service can analyse customer feedback and survey responses using AI techniques to identify themes, sentiment, and actionable insights. This helps organizations understand customer preferences, gather feedback on service experiences, and make data-driven decisions to improve customer satisfaction.

Comments

Post a Comment

Popular posts from this blog

Microsoft Dynamics CRM Server roles

-
Microsoft Dynamics CRM Server roles Recently I faced a situation where CRM was integrated with different other applications through Biztalk Server. Biztalk server made a lot of Server calls through connector. At peak hours, thousands of Biztalk instances were calling the CRM Services. That point of time, there was drastic impact on performance of CRM for end users. This type of situations can be avoided if proper planning is done during starting phase of implementation. CRM server roles were introduced with 4.0. The following table lists the various server roles that are available with Dynamics CRM 4.0.  The table also lists the Role Name used in the installation XML configuration file to choose the indicated role: Role Config Role Name Description SRS Data Connector SrsDataConnector Run reports. SQL Server SqlServer Installs the components required on the SQL Server where the Microsoft Dynamics CRM databases are maintained. Application Server ...
Read more

Issues after Re-Naming MS CRM Servers computer/machine name

-
Currently I faced a scenario where the machine on which MS CRM 4.0 was installed was required to be renamed on LAN. My deployment had the SQL Server installed on another machine on LAN. After changing the MSCRM Server machine name, MS CRM browser stopped working and started showing error “SqlException: Login failed for user [Domain Name]\[New Machine Name] .” This error comes when the MS CRM server related entries in registry and database (that refer to the server name) have not yet been changed to the new server name This problem could be solved by 'Repairing’ the MS CRM 4.0 installation on the machine after renaming it. Go to the Control Panel -> Add or Remove programs-> Microsoft Dynamics CRM Server. Repair the installation. Repair installation internally performs the following actions: a. In the registry, ServerURL key value at HKEY_LOCAL_MACHINE/SOFTWARE/MICROSOFT/MSCRM is updated with the new machine name (example: the value would be like “http:// :5555/MSCRMServices”...
Read more

Using CRM Services to create or update records in large numbers

-
Recently, I implemented a plug in code which invoked auto creation of records from a contacts list (rather marketing lists based on MS CRM contacts) for my custom entity. The code worked well but it hanged whenever I considered a marketing list of more than 3000 contacts. The error logged read: Only one usage of each socket address (protocol/network address/port) is normally permitted. Basically, the error was thrown when the creation process exhausted the limit of socket connections allowed by the IIS and the SDK still polled for another connection and consequentially timed out after a certain number of records were created. A quick workaround for this is to change the following entries in the registry: HKLM\System\CurrentControlSet\Services\Tcpip\Parameters\MaxUserPort to 65534AndHKLM\System\CurrentControlSet\Services\Tcpip\Parameters\TCPTimedWaitDelay to be 30 The link : http://dmcrm.blogspot.com/2008/07/updating-records-in-mass-via-sdk.html also mentions a resolution of this by us...
Read more