Managing Complex Service Work with Financial Clarity
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…
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Public Preview: Quality Evaluation Agent Extends Quality Oversight to Email
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…
Unlocking safer customer communications with Data Sensitivity Labels in Email
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…
The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation
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….
Copilot Cowork: From conversation to action across skills, integrations, and devices
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…
Driving empathetic customer conversations with Email Sentiment
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…
Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center
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…
Run case enrichment simulation to assess AI prediction quality in Dynamics 365 Customer Service
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…
From intelligence to impact: How agentic AI is reshaping today’s supply chain
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…
Introducing Service Operations Agent in Dynamics 365 Contact Center
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,…