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…
As organizations expand globally and adopt AI‑powered customer engagement, complying with call‑recording regulations while maintaining a seamless customer experience has become increasingly complex. To help address this challenge, we’re excited…
A Dynamics 365 Customer Service admin has just configured the Case Management Agent to auto‑populate case fields from incoming emails and added field descriptions to help the AI make better predictions. The configuration looks right, but…
In this article Agentic AI redefines the supply chain workflow Building an agentic supply chain Dynamics 365 Supply Chain Management Driving impact with agents from planning to delivery Connect with us at the Gartner Supply…
In contact centers, operational excellence doesn’t start with the first customer interaction—it starts much earlier, during setup, configuration, and ongoing system health management. Yet for many organizations, these steps remain complex, time-consuming,…
In an increasingly connected world, organizations engage customers across diverse cultures, languages, and legal frameworks. A product or service feels most trustworthy when it shows respect for local customs, acknowledges…
Modern customer experiences don’t live in a single system or interaction type. Whether agents resolve complex cases in Dynamics Customer Service or manage live conversations in Dynamics Contact Center, the quality of an interaction often depends on…
Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle. For years, customer experience (CX) leaders have navigated hard tradeoffs between better…
