There have been a series of new features so far this year in Dynamics 365 Customer Service and OmniChannel. These features focused on AI innovation, integration with Microsoft Teams, and Nuance integration.
Enhanced Case Creation and Management ensures that customer inquiries are captured accurately and addressed promptly, leading to improved customer satisfaction.
Channel-Based Swarming with Microsoft Teams facilitates real-time communication and knowledge sharing among team members, ultimately leading to quicker resolutions.
AI suggested replies reduce response times and maintain consistency by analyzing customer inquiries and providing agents with pre-written responses, real-time analytics and customizable data models enable businesses to make informed decisions, optimize processes, and enhance the overall customer service experience.
Forecasting case volumes and agent demand ensures that organizations can adapt to changing customer service needs in real-time.
OmniChannel Support:
The integration of Nuance Gatekeeper and interactive voice response will be available which marks a significant advancement, enhancing customer interactions and support. Nuance Gatekeeper is a user-friendly security system that verifies identity by analyzing a person’s unique voiceprint. It simplifies authentication by enabling users to confirm their identity effortlessly using only their voice.
One of the new features that will come out specifically in September 2023, is enhancement of the Activity Monitor Tool. Many organizations employ automatic record creation rules to efficiently convert incoming emails into cases. However, when an email fails to become a case, administrators have traditionally relied on the Activity Monitor Tool for diagnosis and resolution. While the Activity Monitor previously displayed reasons for case creation failures or skips, the new enhancement takes it a step further by providing actionable recommendations for case creation issue resolution.
In conclusion, these advancements in customer service demonstrate a commitment to meeting and exceeding customer expectations. By embracing these innovations, organizations can provide more efficient, personalized, and data-driven support, ultimately fostering stronger customer relationships and driving business success in a competitive market.
