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Microsoft Dynamics 365 Blog


AI models for topic discovery in Customer Service Insights 

As mentioned in our previous blog post Advanced AI topic clustering in Customer Service Insights, we’re publishing a series of “AI inside-out” blog posts to cover the key areas on how AI works in Dynamics 365 Customer Service Insights. One of the key AI features that Customer Service Insights supports is automatically grouping similar support...Read more

Announcing Customer Service Insights availability in France geographic area 

We are very excited to announce that Dynamics 365 Customer Service Insights is now available in France-based datacenters! This is in addition to the nine other geographic areas we’ve supported since general availability. When Customer Service Insights creates workspaces, it generates and stores the insights data in the same geographic area as where your case...Read more

Advanced AI topic clustering in Customer Service Insights 

Dynamics 365 Customer Service Insights focuses on your customer service scenarios and makes it very easy for you to use AI alongside traditional business intelligence, which means you can make better data-driven decisions, without requiring extensive AI knowledge. In addition to high-quality AI models, it also comes with several advanced capabilities that work together to...Read more

Bring non-Dynamics 365 data to Customer Service Insights 

Did you know that even if you’re using Salesforce, Zendesk, ServiceNow, or any other case management applications, you can also use Customer Service Insights from Dynamics 365 with those apps? Customer Service Insights uses natural language understanding to automatically group your case data into support topics, without any manual tagging, which enable you to quickly...Read more

Best practices when planning to use customer service bots 

Using best practices when onboarding a customer service bot is critical for the long-term success of your bot. In this blog, I’m going to cover some key processes you should consider adopting. These are based on our own learnings from onboarding enterprise customers to customer service bots using the Dynamics 365 Virtual Agent for Customer...Read more

Build a better bot: know your business and customers 

Increased customer engagement, time savings, cost reduction, and customer satisfaction are factors driving many organizations to deploy customer service bots. And it’s easy to see why – customer service bots, such as those built on the Dynamics 365 Virtual Agent for Customer Service framework, enable scalable and cost-effective solutions for businesses to fulfill this drive....Read more

Announcing availability of Dynamics 365 Customer Service Insights in 42 languages 

2019/8/20 update – Both Serbian Cyrillic and Latin are now supported in Customer Service Insights. — Dynamics 365 Customer Service Insights helps customer service managers make better decisions and proactively improve customer satisfaction by providing AI-driven insights. We’ve been working hard to make the service available to as many people as possible, no matter what...Read more

Psst! Want to build a bot without writing any code? 

Have you heard about the new Virtual Agent in a Day program we’re rolling out? This full-day hands-on workshop is designed to help anyone (yes, anyone!) learn to build a fully functional virtual agent with no technical expertise required and with no code. The full agenda includes short lectures and hands-on lab exercises that cover...Read more

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...Read more

New in Dynamics 365 Customer Service Insights: Share workspaces, train AI model with renamed topics 

Since our announcement of the General Availability of Customer Service Insights on April 30, 2019, we’ve continued to work hard throughout the month of May to add even more capabilities to the service. Today, we are excited to share a couple of new features we think you’ll be excited about. Also, with Microsoft Business Applications...Read more