Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply.
The post Driving empathetic customer conversations with Email Sentiment appeared first on Microsoft Dynamics 365 Blog.
Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you.
The post Copilot Cowork: From conversation to action across skills, integrations, and devices appeared first on Microsoft Dynamics 365 Blog.
AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to business outcomes. AI Credit Estimation bridges the gap between demand forecasting and cost visibility, enabling organizations to predict AI usage, model credit consumption, and plan human and AI resources together with confidence.
The post The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation appeared first on Microsoft Dynamics 365 Blog.
Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions to support compliance and trust.
The post Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
As supply chains become more dynamic, the way work gets done and operations are run is changing, and agentic AI is at the forefront.
The post From intelligence to impact: How agentic AI is reshaping today’s supply chain appeared first on Microsoft Dynamics 365 Blog.
The Case Management Agent in Dynamics 365 Customer Service empowers admins to measure AI‑powered field prediction accuracy against real organizational data before enabling case enrichment in production: test against historical records, review the results, refine field descriptions, and enable the feature when accuracy meets your bar.
The post Run case enrichment simulation to assess AI prediction quality in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.
Dynamics 365 Contact Center introduces a coordinated agent model where AI agents work together across engagement, quality, and operations for better outcomes.
The post Meet Your Agentic Contact Center appeared first on Microsoft Dynamics 365 Blog.
