Get started with the Case Management Agent for Dynamics 365 Customer Service

Summary

The video showcases how Copilot agents enhance contact center efficiency by automating case management for service representatives. It illustrates a service rep's interaction with a customer, highlighting how the agent generates cases based on customer history, summarizes relevant information, and facilitates collaboration via Microsoft Teams. The agent proactively manages follow-ups, drafts email responses for review, and autonomously handles case resolution until closure. This streamlined process not only reduces manual effort but also improves customer experience and operational efficiency.

Takeaways

• 😀 Copilot agents enhance contact center operations by improving customer experiences.
• 😀 They help drive efficiency and reduce operational costs.
• 😀 The Case Management agent automates the case creation process for service reps.
• 😀 Relevant case details are auto-populated based on customer history and conversation transcripts.
• 😀 Copilot provides summaries and important information to help reps quickly understand customer issues.
• 😀 It facilitates collaboration through Microsoft Teams if additional assistance is needed.
• 😀 The agent manages follow-ups by monitoring customer communications after the initial interaction.
• 😀 It proactively drafts responses for service reps to review and edit before sending.
• 😀 The agent autonomously responds to customers as required until the case is ready for closure.
• 😀 Upon case closure, the agent generates wrap-up notes and fills in resolution details automatically.

Q & A

What role do Copilot agents play in contact centers?

Copilot agents help improve customer experiences, drive efficiency, and reduce costs in contact centers.

How does the Case Management agent assist service representatives?

The Case Management agent reduces the manual burden on service reps by automatically generating cases and populating relevant details based on customer history.

What happens when a service rep connects with a customer to resolve an issue?

The agent has already generated a case for the service rep, identifying relevant details to auto-populate the appropriate fields.

What additional information does Copilot provide to service reps?

Copilot provides a summary and other relevant information to help service reps quickly get up to speed on customer cases.

How does the Case Management agent facilitate collaboration?

If the service rep needs further assistance, the agent can initiate collaboration through Microsoft Teams.

What does the agent do after the service rep finishes a chat with a customer?

The agent provides a summary of the chat and manages any follow-up actions needed for that case and others.

How does the agent handle customer emails after a case is opened?

The agent alerts the service rep to any emails from the customer and proactively drafts responses for review and editing.

What options does the service rep have regarding drafted responses?

The service rep can choose to review and edit the drafted responses before they are sent out.

What happens if the service rep does not review the drafted responses?

If not reviewed, the agent continues to monitor and autonomously respond to customer inquiries until the case is ready to be closed.

What actions does the agent take when closing a case?

When the case is confirmed for closure, the agent generates wrap-up notes, fills in resolution details, and closes the case automatically.