top of page

We need to talk about... Dynamics 365 Release Wave 2 2023... Dynamics 365 Customer Service

Updated: Oct 20, 2023

Next, in my blog series, I visit all of the new features and functionality that we can expect to see in Release Wave 2 of 2023 for Dynamics 365 and the Power Platform. Today I will be discussing the updates in Dynamics 365 Customer Service.

New features coming to Dynamics 365 Customer Service and the key areas of focus on how Copilot can assist users of case management and customer service style solutions. Conversation summaries provide agents with a consolidated background of a customer order history, providing information and context which can aid the resolution of a case.

The Dynamics 365 Release Wave 2 for 2023 outlines all the new features that will be released between October 2023 through March 24. You can either browse the release plan online or download the document as a PDF file. The PDF file also includes information about Power Apps, Power Automate, Power BI, Power Pages, Power Virtual Agents, Microsoft Dataverse, Microsoft Power Platform governance and administration, and data integration.

The Microsoft Power Platform features coming in the 2023 release wave 2 have been summarized in a separate release plan as well as a downloadable PDF.

Conversations Summaries

Copilot in Customer Service lets agents quickly summarize conversations with generative AI. Copilot automatically generates summaries of chat and transcribed voice conversations. Customer Service agents get concise and accurate summaries of customer issues, troubleshooting steps, error codes, resolution attempts, and conversation outcomes.

Agents can request copilot conversation summaries on demand and automatically when they join the customer conversation or end the conversation.

New call control user interface

The new Conversation control interface has some intuitive features and icons with descriptions that help with the user experience of the call panel.

The enhanced interface for conversation provides bigger icons that occupy the standardised grid of the conversation panel. Icons also have a description to help agents understand the icon's intended action without hovering over it. As well as the Transfer and Consult icons are have been moved next to the customer's name.

Write Emails using Copilot embedded

Copilot uses the context of an email conversation, case notes and knowledge articles to produce personalised emails. Increase responsiveness by selecting from predefined prompts to instantly draft an email before fine-tuning the reply.

For unified routing, organisations will be able to set rules that route calls to agents who are idle for the longest period. The ‘most idle’ assignment method for voice queues was previewed in October 2022. This will now be generally available as 'Least Active' routing.

Discover knowledge content with Copilot

Copilot can help agents to resolve customer issues, by using internal knowledge and trusted online data sources to deliver tailored solutions. It analyses customer data to identify patterns, predict needs, and offer guidance to agents for seamless interactions.

With this robust tool in their arsenal, agents can efficiently address more inquiries, enhancing productivity and the overall customer journey. Agents retain full control, overseeing AI-driven assistance, verifying responses, cross-referencing resources, and personalized messages to cater to individual customer requirements, ensuring satisfaction and a superior experience.

The conversational copilot feature is accessible across all communication channels. In the upcoming release, agents gain the ability to:

View analytics for Copilot's impact

The Customer Service historical analytics Copilot report allows admins to the impact of Copilot on their entire customer service operation. The Copilot analytics dashboard provides insights into platform usage and user satisfaction.

Firstly, it tracks the Daily Active Users, which represents the count of unique individuals who engaged with Copilot features within the past day, offering a snapshot of user activity. Secondly, the Percentage of Copilot Responses Used metric sheds light on the effectiveness of Copilot-generated responses, showing both the total responses created and the percentage actually utilised by agents. Lastly, Agent Ratings empower users to provide feedback through thumbs-up or thumbs-down ratings on Copilot features, enabling continuous monitoring of user satisfaction trends and facilitating improvements where needed.

Enhance customer engagement with Join a Teams call

Join a Teams call helps agents to collaborate with customers in just a single click, improving their support activities through video calls, screen sharing, and co-browsing capabilities offered by Microsoft Teams. It allows agents to use existing investments to offer personalized service to their customers without requiring the customers to have a Teams license or previous experience using Teams.

Agents can now make their customer interactions more effective by using a one-click flow to switch their conversations to Teams. By inviting customers to join them on Teams, they can quickly offer more personalized support that's enhanced with video, co-browse, and screen-share options. Agents can use their existing Teams license without any additional investment, and their customers don't need a Teams license or previous experience using Teams.

Hope you all enjoyed this post on the release wave 1 updates for 2023 in Dynamics 365 Customer Service. I will continue this series with some additional content specifically related to Dynamics 365 Field Service. Take Care, Speak Soon!

15 views0 comments


Post: Blog2_Post
bottom of page