Email continues to be one of the most widely used customer support channels. However, resolving customer issues often requires service representatives to manually understand, interpret, determine the resolution, and respond…
Revolutionizing customer support with autonomous email resolution
Agentic CRM in the flow of work: How AI is transforming sales and rebuilding customer trust
In this article In the agentic era, trust becomes the advantage in the flow of work What defines agentic CRM Common CRM challenges—and how agentic CRM solves them Bring sales…
Customer experience leadership in the age of AI: A new operating model with Dynamics 365
Customer experience leadership in the age of AI is undergoing a massive transition. Leaders are expected to act in the moment, but the systems, incentives, and data around them are often not designed to support it. The Microsoft…
Optimize workforce operations across people and AI agents with Dynamics 365
Workforce engagement management in Dynamics 365 helps organizations plan and manage a combined human and AI workforce, operate in real time, and continuously improve service quality. People and AI working…
What’s New in Dynamics 365 Field Service Mobile
Field service organizations rely on accurate, timely information to support day‑to‑day operations. With the latest improvements to the Dynamics 365 Field Service mobile app, we’re helping frontline workers stay productive…
Reinventing source-to-pay with agentic ERP
In this article How agentic ERP can transform source-to-pay Reimagining source-to-pay using Microsoft 365 Copilot Cowork Streamline operations further with the Procurement Agent in Dynamics 365 Connect procurement decisions to…
Turning Copilot into a system of action with Dynamics 365 Sales and Service plug-ins in Copilot Cowork
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…
Introducing Conversation Orchestration in Dynamics 365 Contact Center
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….
Modernize IVR with AI Voice in Dynamics 365 Contact Center
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…
Try Email Classification in Dynamics 365 Customer Service
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…