Every support conversation starts with a question: why is this customer getting in touch? Getting that right quickly shapes everything that follows. The Customer Intent Agent in Microsoft Dynamics 365 Customer Service is designed to identify the reason behind each contact and guide it to a resolution sooner.
What the agent does
The agent learns from past conversations and cases to build up a picture of the common reasons customers get in touch. When a new conversation starts, it works out the likely intent, asks follow-up questions where needed and suggests the next steps or relevant knowledge to resolve the issue.
- Discovers common customer intents from historical interactions
- Identifies intent at the start of new conversations
- Asks clarifying questions to gather missing details
- Suggests resolutions and knowledge to customers or service agents
Where people stay in control
Service managers can review the intents the agent discovers and decide how each should be handled. Complex or sensitive issues can go straight to a person, so customers aren't left stuck with automation when they need help from someone.
Who benefits most
Service teams dealing with high volumes of repeat questions see the clearest gains. Customers get quicker answers, and service agents spend more time on the conversations where they genuinely add value.
Getting ready
Good historical case data and an up-to-date knowledge base help the agent work well. It's worth reviewing case categories and knowledge articles before rollout.
Microsoft releases agents in stages, and some capabilities start in preview before general availability. Features, regions, licensing and any consumption charges can change, so it's worth checking what's available in your own environment before planning a rollout. We can help you work out what applies to you.
Speak to our Dynamics 365 team.