Microsoft launches paid public previews of three Dynamics 365 AI agents for Service
Three of the agents Microsoft has been planning for Dynamics 365 Contact Center and Customer Service have reached public preview, the company announced. The Case Management, Customer Intent, and Customer Knowledge Management agents are now available for customers to try.
Microsoft first revealed plans for these agents, along with seven others, in October 2024.
“With these autonomous agents, contact centers have the opportunity to improve their efficiency and enhance the customer experience,” wrote Kos Srivastava, Microsoft Principal PM.
The newly available agents cover scenarios that may involve both employees and customers. They can use existing information and knowledge stored in enterprise systems to both guide human agents and serve customers, according to the company.
Here’s a summary of Microsoft’s latest descriptions of these agents' capabilities:
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