The Key Facets of AI Evaluation in the Contact Center
Organizations must think about when, how, by whom, and on what data AI systems are evaluated.
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
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Fluent v2.0 for Customer Service: A unified, modern experience
Fluent v2.0 is Microsoft’s next-generation design language, and it’s now fully implemented across all Dynamics 365 Customer Service components. -
Elevate service automation with timeout rules for automatic actions
As organizations continue to scale out digital customer service, the need for reliable automation grows. -
Enhance productivity with Copilot-recommended email templates
In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. -
Customer Feedback Survey Agent is now generally available
We are thrilled to announce that the Customer Feedback Survey Agent, powered by Microsoft Copilot Studio in Dynamics 365 Contact Center, is now generally available for the chat channel. -
Let it close itself: Smart, autonomous case closure is here
What’s one of the most persistent challenges in customer service? The last mile. -
Microsoft Ignite 2025: Powering Frontier Firms with agentic business applications
Accelerate transformation with the Microsoft Sales Development Agent and MCP Servers. -
Revolutionizing customer support with autonomous case resolution
In today’s fast-paced digital landscape, customer expectations are higher than ever. -
Effortlessly create and update cases with Case Management Agent
Customers expect quick and smooth help when they reach out to customer support—whether it’s about a delayed order, a product question, or a service issue. -
Building trust and consistency: The evaluation framework behind QEA
In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments. -
Use custom multisession apps in Copilot Service workspace
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. -
Microsoft is named a Leader in 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center
Microsoft leads in agentic service, transforming customer engagement with AI and Dynamics 365 in Gartner’s 2025 CRM Magic Quadrant.
