CaféX Cosmos release of Live Assist for Dynamics 365 streamlines bot, AI vision

CaféX Communications has rolled out Cosmos, the latest version of its omnichannel customer service solution, Live Assist for Dynamics 365.

Live Assist for Dynamics 365 reached general availability about three months ago and "things couldn't be better," says Sajeel Hussain, executive vice president at CaféX. The product roadmap, the co-engineering relationship with Microsoft, and the initial response from Microsoft partners and customers has signaled to the company that they are moving in the right direction with the solution, both for Dynamics 365 customers and in competitive situations against Salesforce, he says.

Microsoft in October selected CaféX to be its preferred omnichannel customer service solution provider for Microsoft Dynamics 365. The companies commenced work on a go-to-market collaboration that would integrate CafeX's omnichannel capabilities within Dynamics 365.

Advancing the bot use case

Cosmos introduces the ability to add mobile customer support and simplifies integration of a company's artificial intelligence (AI) technology with Dynamics 365 through a "bring-your-own-chatbot" approach. The new release also includes new voice and video chat capabilities for Dynamics 365.

The theme of offering a seamless escalation from AI and bots to a live agent has informed the company's approach in the Cosmos release. For example, when a bot fails or is not able to answer tough questions beyond its training, the customer or prospect should speak to an agent while still engaged, not with a callback at a later time.

The rapid pace of innovation around bot technology, from Microsoft, Amazon, Salesforce, and others means that usability and development improvements are already driving more interest and ...