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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

Weekly Webinars for the Business Applications Community for September 2019! 

Didn’t you wish there was some expert that would just explain how to use Dynamics 365 and Power Platform technologies? Purvin Patel brings his firehose of information to the community every Monday at 10am (Pacific) as part of a weekly webinar series.  You should expect deep dives, special guests, MVPs talking about cool things they...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

New! Better grouping of cases into topics in Dynamics 365 Customer Service Insights 

We’re excited to announce the release of a couple new features that enhance how cases are grouped into topics in Dynamics 365 Customer Service Insights. This blog explains how your service organization can take advantage of the new capabilities, and gives some tips for how to influence the AI models to improve topic quality. Map...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

The benefit of bots: Dynamics 365 Virtual Agent for Customer Service overview 

Dynamics 365 Virtual Agent for Customer Service is an exciting new offering that empowers customer support teams to create powerful bots using a guided, no-code graphical interface—without the need for data scientists or developers. Virtual Agent for Customer Service is built on the Microsoft Bot Framework and addresses many of the major issues with bot...Read more

New! Dynamics 365 Virtual Agent for Customer Service is available for preview 

It is with great pleasure that we’re announcing availability of the public preview of Dynamics 365 Virtual Agent for Customer Service. Virtual Agent for Customer Service is the latest Dynamics 365 AI-based end-to-end solution enabling organizations to easily transform customer service through the power of artificial intelligence (AI). Virtual Agent for Customer Service is built...Read more