Use customer intent agent to improve service
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | Dec 2024 | Apr 2025 |
Business value
By enabling support representatives to quickly understand customer needs and provide real-time tailored solutions, this feature reduces handling time and improves overall customer service. It also resolves customer issues more efficiently and reduces the need for human interactions, allowing support reps to focus on more complex cases and improving operational efficiency.
Feature details
Customer intent agent uses generative AI to autonomously discover ongoing intents from your Dynamics 365 Customer Service instance, analyzing past interactions to create an intent library that enhances dynamic conversations. This benefits both assisted and self-service scenarios by enabling support reps to quickly understand customer needs, guide conversations with follow-up questions, and provide tailored solutions in real time.
The feature also presents a curated list of questions and suggested solutions in the chat response box, enhancing support rep efficiency and reducing manual typing. For self-service, it generates relevant follow-up questions and uses collected information to query the knowledge source, leading to higher deflection rates and allowing support reps to focus on cases requiring manual intervention. This results in quicker issue resolution, reduced handling time, and improved overall customer service.