Revolutionizing customer support with autonomous case resolution

In today’s fast-paced digital landscape, customer expectations are higher than ever. They demand swift, accurate, and personalized support—without the friction of long wait times or repetitive interactions. Autonomous case resolution will redefine how support cases are managed and resolved.  What is autonomous case resolution?  Autonomous case resolution is a specialized sub agent within the broader Case Management Agent (CMA) ecosystem.

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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.

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Use custom multisession apps in Copilot Service workspace

Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. Dynamics 365 Copilot Service workspace (CSw), formerly known as Customer Service workspace, has long offered a robust multisession interface—but until recently, this capability was limited to a single, out-of-the-box app. That’s changing.

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Microsoft Ignite 2025: Powering Frontier Firms with agentic business applications

Accelerate transformation with the Microsoft Sales Development Agent and MCP Servers.

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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. Now, let’s dive deeper into the evaluation framework at the heart of QEA – the blueprint that defines how QEA evaluates support interactions, what standards it upholds, and how it transforms raw evaluations into actionable insights.

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Let it close itself: Smart, autonomous case closure is here

What’s one of the most persistent challenges in customer service? The last mile.  A resolution might be proposed, but what happens next often falls into a gray zone. Agents are waiting for a response, customers are going silent, SLAs are creeping past their due dates. It’s inefficient, inconsistent, and frequently unnoticed until metrics start to dip.  With the latest release, Customer Management Agent (CMA) addresses this decisively.

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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. Good case management means keeping track of all these requests and associated customer conversations to make sure nothing falls through the cracks.  Managing these cases is not always easy.

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