2 min read

Create personalized experiences in Dynamics 365 Virtual Agent for Customer Service with Microsoft Flow

Customer service is one of the top factors that makes or breaks how people feel about your brand. Today’s customers demand immediate and relevant responses to their requests, whether they engage with you by phone, text, or online. That’s one of the reasons why more and more companies are turning to virtual agents to help manage the high volume of customer inquiries.

However, virtual agents often need to give answers that go beyond a generic answer to a frequently asked question. Quality content, appropriate to the current situation, and personalized to individual customers, is critical to the success of virtual agents.

Dynamics 365 Virtual Agent for Customer Service uses the power of Microsoft Flow to enable a bot to do more than just tell customers something; Microsoft Flow enables a virtual agent to actually do something on the customer’s behalf. Until now, you needed developers to light up these types of experiences. Now, with Microsoft Flow, anyone can easily create automated workflows between virtual agents, popular apps and services, and read and write data, all without relying on code. Your virtual agent can then provide a personalized customer experience by delivering almost immediate responses to your customers.

Here are some examples from different industries that showcase how Dynamics 365 Virtual Agent for Customer Service leverages the power of Microsoft Flow to “wow” customers.

Ever have a printer malfunction?

If a printer is a connected IoT device, a Microsoft Flow connector can tell the virtual agent what kind of device a customer has and what the exact problem is, giving them a fast, personalized resolution to a device issue. This capability allows the virtual agent to communicate error messages and retrieve other information straight from a device to help customers troubleshoot their specific issue for their exact device. (Watch a demo from the April 2019 release)

Find tax season overwhelming?

You’re not alone! A very common issue is incomplete or incorrect documentation. Dynamics 365 Virtual Agent for Customer Service allows you to leverage Microsoft Flow connectors to securely call into Dynamics 365 organizations and other systems to check the status of tax documents. Virtual Agent can inform a customer which documents are incomplete, and then send email for immediate action. In an upcoming release, Virtual Agent will also be able to connect customers in a warm handoff to a human agent in scenarios that require additional support to resolve. (Watch a demo from a July 2019 Lunch & Learn webinar)

Having trouble tracking a package?

A common retail experience is ordering a product online and then tracking delivery of the package. We’ve all been there when we learn that an order has been delayed and won’t arrive in time. Through the power of Microsoft Flow connectors, Virtual Agent can call into a company’s order management and inventory systems to help a customer change their order for pick-up in a local brick and mortar store. Virtual Agent can communicate this option to a customer, walk them through the order update process, confirm the new pick-up location, and let them know when the package is readya “wow” moment for customers!

These are just a few examples of ways you can harness the power of Microsoft Flow and Dynamics 365 Virtual Agent for Customer Service to create very personal and memorable customer experiences – all without relying on code.

To learn more, visit: