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

Microsoft Dynamics 365
21 Oct 202401:22

Summary

TLDRThe 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

  • ๐Ÿ˜€ Copilot agents enhance contact center operations by improving customer experiences.
  • ๐Ÿ˜€ They help drive efficiency and reduce operational costs.
  • ๐Ÿ˜€ The Case Management agent automates the case creation process for service reps.
  • ๐Ÿ˜€ Relevant case details are auto-populated based on customer history and conversation transcripts.
  • ๐Ÿ˜€ Copilot provides summaries and important information to help reps quickly understand customer issues.
  • ๐Ÿ˜€ It facilitates collaboration through Microsoft Teams if additional assistance is needed.
  • ๐Ÿ˜€ The agent manages follow-ups by monitoring customer communications after the initial interaction.
  • ๐Ÿ˜€ It proactively drafts responses for service reps to review and edit before sending.
  • ๐Ÿ˜€ The agent autonomously responds to customers as required until the case is ready for closure.
  • ๐Ÿ˜€ 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.

Outlines

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Mindmap

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Keywords

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Highlights

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Transcripts

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Related Tags
Case ManagementCustomer ExperienceService EfficiencyAutomation ToolsCollaborationMicrosoft TeamsCustomer SupportBusiness SolutionsCost ReductionAI Assistance