Today marks the general availability of Dynamics 365 Sales and Service plugins for Copilot Cowork. Over the last few releases, my teams have built a rich family of agentic capabilities…
Most contact center platforms still treat routing as the defining moment in a conversation. But the customer journey continues to evolve after that first decision. Intent changes. Wait times increase….
For years, contact centers have relied on traditional IVR scripted workflows to manage customer conversations. While effective for predictable tasks, these solutions become brittle as interactions grow more complex or…
Email Classification adds intelligent context to enhance Automatic Record Creation (ARC) and enable a smarter service flow. As emails arrive, classification evaluates content and context upfront before any case is…
Unifying service activity into a continuous, connected experience Service work rarely happens in isolation. What looks like a single repair or maintenance visit is usually one step in a broader…
The Quality Evaluation Agent (QEA) in Dynamics 365 Customer Service now supports email evaluations, available in Public Preview. The same structured evaluation framework that powers consistent, automated quality assessments across…
In regulated, data‑intensive industries, email is both a critical customer channel and one of the easiest ways sensitive information to leak — a single forward, distribution list, or broad recipient…
AI is becoming part of the operational workforce Customer service operations are entering a new phase of evolution, where AI is no longer just assisting work but actively performing it….
Over the past few years, AI has transformed how we access information and get answers. The next step is helping people take actions. That’s the shift behind Copilot Cowork. We recently introduced Copilot Cowork through the Frontier program to move beyond…
Customers today expect more than a fast response — they expect to feel heard. Support emails often carry clear emotional signals like frustration, urgency, or appreciation, and when those are…
