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Microsoft bolsters Dynamics 365 with new mixed reality, analytics, virtual agents, fraud detection

by Jason Gumpert

Microsoft is adding to its Dynamics 365 suite in April 2019 with new solutions, mostly in preview. At a European sales event in Paris today, the company revealed new and updated services ranging from customer service analytics and virtual agents to retail fraud protection, product visualization, and mixed reality mobile device support.


The Dynamics 365 Virtual Agent for Customer Service, coming this spring, is an "AI-powered virtual agent". The solution will focus initially on customer service, but Microsoft plans to expand to other customer experience scenarios that could benefit from automation. The service bears several similarities to capabilities previewed for users in October 2018 that may now be offered as a standalone service rather than as part of the D365 AI for Customer Service package. As we reported at that time:

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About Jason Gumpert

As the editor of, Jason oversees all editorial content on the site and at our events, as well as providing site management and strategy. He can be reached at

Prior to co-founding, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.

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