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Microsoft Dynamics 365 Virtual Agent for Customer Service reaches general availability

by Jason Gumpert

Microsoft has released Dynamics 365 Virtual Agent for Customer Service, the platform for designing, running, and managing customer service-focused bots. The product entered public preview in May 2019 and promised a solution that was simple to use but created bots that could provide sophisticated interaction.

Virtual Agents for Customer Service relies on two other services in Microsoft's business applications portfolio: Power Virtual Agents and the analytics service Dynamics 365 Customer Service Insights.

The product known as Power Virtual Agents emerged around November 2019, several months after the original announcement for D365 Virtual Agent for Customer Service in May 2019.

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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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