Inleiding

Dynamics 365 Customer Service Insights helps both agents and customer service managers make better decisions and proactively improve customer satisfaction by using artificial intelligence (AI) and analytics capabilities for Customer Service and Omnichannel for Customer Service. You can empower your teams with insights into customer satisfaction-boosting analytics and AI-powered features to spend less time searching and more time engaging with customers.

Details

• The premium AI capabilities in Customer Service Insights use advanced AI technology in natural language understanding and natural language generation to help your service team resolve cases efficiently and guide them to success.
• Agents can use real-time similar cases and knowledge article suggestions that are customized for their current context. The AI-driven technology empowers agents to help solve customer issues faster, thereby improving resolution rates and customer satisfaction.
• These capabilities are embedded into the core agent and manager experiences in Customer Service and Customer Service Omnichannel applications.

Customer Service Insights across your organization

• Customer Service Insights connects with your Dynamics 365 Customer Service and Omnichannel for Customer Service data to provide your support organization with out-of-box AI and BI capabilities, such as customer service analytics, similar case suggestions and more. Different applications will surface slightly different feature sets, as detailed below.
  

Customer Service applications

• Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.