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