Microsoft Empowers Contact Centers with Three New AI Agents for Smarter, Autonomous Service

Microsoft Empowers Contact Centers with Three New AI Agents for Smarter, Autonomous Service

Microsoft has introduced three advanced AI service agents for Dynamics 365 Customer Service and Dynamics 365 Contact Center, now in public preview. These new tools—Case Management, Customer Intent, and Customer Knowledge Management Agents—are designed to automate workflows, enhance efficiency, and elevate customer experiences by intelligently addressing service challenges and uncovering insights.

1. Automate Case Management with Precision

The Case Management Agent automates the full lifecycle of case handling—creating, updating, tracking, and resolving cases across communication channels. This reduces manual effort and improves response times, enabling representatives to focus on complex customer needs. The agent can be tailored to specific business rules and integrates seamlessly into live chat and email operations. As cases evolve, it updates information, initiates follow-ups, and autonomously closes resolved issues.

By managing large case volumes and decreasing average handling times, this tool significantly relieves the load on service teams.

2. Understand Customer Intent for Enhanced Service

The Customer Intent Agent uses generative AI to extract insights from historical customer interactions. It builds a dynamic intent library to anticipate customer needs and enhance both self-service and agent-assisted resolutions.

• Evergreen Self-Service: Analyzes past conversations to continuously improve automated responses without manual updates or rigid menus.
• Support for Live Agents: Provides real-time intent-based suggestions via the Copilot help pane, streamlining issue resolution.

This agent not only boosts self-service accuracy but also equips service reps with the context needed to resolve inquiries efficiently.

3. Build Your Knowledge Base Efficiently

The Customer Knowledge Management Agent simplifies and accelerates the creation of knowledge articles by analyzing case records and communication logs. It automatically generates and updates content, maintaining a clean and accurate knowledge base. To avoid redundancy, it scans existing content before publishing new entries. Admins can set approval workflows and configure whether content is public-facing or internal.

This reduces reliance on reps for manual content creation and ensures resources stay current and effective.

Transforming Contact Center Efficiency with AI

These AI agents mark a pivotal advancement in Microsoft’s Dynamics 365 suite, bringing scalable, intelligent automation to contact centers. By streamlining case handling, understanding user intent, and simplifying knowledge creation, the agents empower businesses to improve customer engagement while cutting operational costs.

Learn more about how AI is revolutionizing service efficiency at the Microsoft Dynamics 365 Blog.