The latest AI-enabled applications in Dynamics 365 include the customer-centric side of the business, specifically Customer Service, Sales and Marketing Insights. In this blog, we focus on the AI enhancement designed for the Dynamics 365 Customer Service application.
Dynamics 365 Customer Service is ideal for organisations who employ customer service teams, be it call centres for customer care or technical support. The Customer Service Insights is the business intelligence tool that connects to the Customer Service module to summarise, present and report relevant data and customer care KPIs.
For example, Customer Service Insights can include overviews on customer feedback, testimonials, complaints, product returns. All this info is presented into an easily accessible dashboard and generated using business and artificial intelligence technology.
Customer Service Insights leverages Microsoft’s Power BI integration to analyse data and generate reports in the front-end, but it also uses the Natural Language Processing (NLP) technology. NLP analyses incidents from the data source to categorise and reorganise multiple issues into topics, leading to predetermined categories and actions, thus saving time.
This artificial intelligence process ensures that future customer service issues and incidents are automatically detected and allocated for resolving, eliminating manual and often tedious work in opening up, identifying and assigning new topics in the customer service system. For example, AI functionality can identify the same topic – e.g. an expired promotional code or a faulty item purchase – and show all incidents related to that cause.
Like any business applications powered by AI, Customer Service Insights is evolving to include a virtual bot that automatically answers the customer’s most common questions and refers the customer to a call centre agent if for any reasons it cannot provide the required answer. The application is said to be able to integrate with other popular data sources, such as Salesforce, in the foreseeable future.
As business applications using artificial intelligence (AI) technology are becoming more mainstream, enterprises need to upgrade their ERP and CRM systems with intelligent platforms that connect end-to-end operations, automate business processes and leverage powerful insights thanks to native intelligence solutions.
Microsoft Dynamics 365 is a cloud-based, all-in-one business management solution that helps organisations streamline business processes, improve customer interactions and enable growth.
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