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…
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…
