We recently attended Microsoft Future Decoded to get the latest news and learn about future innovations coming to Microsoft and its partners. We decided to attend the Intelligence in Dynamics 365 for customer service which discussed how we can drive compelling
customer and advisor experiences. These presentations were hosted by Saurabh Parashar and David Reid,Technology Solutions Professionals from Microsoft.
We were pleased to hear a little more about Virtual Assistants which will be arriving in Spring 2019. It promises to enhance the customer experience, reduce the work load of customer service teams and support managers who wish to look for insights and
interventions to optimise the workforce and operations.
From the presentation, the web portal front end has a powerful AI virtual bot for supporting a customers needs regarding sales queries, returns, product questions. Using natural language, it communicates human like, personal interactions thereby engaging
the customer. Under circumstances that the assistant can't support the user, it can seamlessly be escalated to customer service teams.
In addition Virtual Assistants will be able to provide contextual information to customer service inside CRM such as bring up suggested knowledge articles and surface similar cases.
As shown above: The Virtual Assistant can handle complex customer queries using natural language which historically requires human intervention and demands significantly more time to achieve the customer issue.
We think this a fantastic step forward for Dynamics 365. We were told that the installation process is simple which should increase the adoption of AI into customer service. Previously we found AI virtual assistants cumbersome to install and configure
which has led to only larger companies being able to deploy this technology and overcome such obstacles. You can download the full presentation for
free at the Future Decoded app page.