Subj : Microsoft Dynamics 365 Contact Center wants to overhaul customer
To   : All
From : TechnologyDaily
Date : Wed Jun 05 2024 15:30:06

Microsoft Dynamics 365 Contact Center wants to overhaul customer service with 
AI

Date:
Wed, 05 Jun 2024 14:16:38 +0000

Description:
Customer service agents are about to get an AI-powered boost to help improve 
both customer and worker satisfaction.

FULL STORY
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Microsoft has announced the launch of Dynamics 365 Contact Center, an 
AI-powered solution designed to enhance customer engagement for contact 
center workers. 

Dynamics 365 Contact Center will become available on July 1 2024 as a 
standalone system thats capable of integrating with CRM software . 

Redmond hopes that by injecting a dose of artificial intelligence into its 
latest Dynamics 365 product, organizations will be able to meet evolving and 
demanding customer expectations. Dynamics 365 Contact Center 

In a blog post announcing the news, Jeff Comstock, Microsoft's Corporate Vice 
President, Dynamics 365 Customer Service, highlighted the negative 
implications of long wait times, misdirected calls and repetitive 
conversations on customer satisfaction, citing a Qualtrics study finding that 
more than half of dissatisfied customers reduce their spend with a company or 
switch providers. 

Generative AI is hoped to enable efficient self-service options for customers 
as well as equip agents with relevant information more quickly. 

Microsofts Customer Service and Support team exemplifies the AI-powered tools 
benefits. Previously hindered by 16 systems and over 500 tools, the team 
integrated Copilot and subsequently saw a 12% reduction in average handle 
time for chats, a 13% decrease in agent dependency on peer assistance, a 31% 
increase in first call resolutions, and a 20% reduction in misrouted calls. 

Dynamics 365 Contact Center allows users to deploy pre-integrated Copilots 
for digital and voice channels, unlocking the typical benefits of generative 
AI such as additional context and personalization. 

The system also uses intelligent, unified routing to direct inquiries to the 
most suitable agents, who can choose to receive conversation summaries to 
better equip themselves with full context. 

Ahead of general availability, companies including 1-800-Flowers.com, 
Mediterranean Shipping Company and Synoptek, granted early access, have also 
reported improvements to customer service. More from TechRadar Pro AI alone 
will not fix bad customer service These are the best AI tools and best AI 
writers Weve rounded up a list of the best live chat software



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Link to news story:
https://www.techradar.com/pro/microsoft-wants-to-overhaul-customer-service-wit
h-ai


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