April 2019 Release: What's New in Dynamics 365 AI


In our previous posts about the Microsoft Dynamics 365 April 2019 update wave, we've referenced several new features that reflect extended AI capabilities which are being added to the product. On this page, we'll focus on the development of three dedicated AI apps that were released during 2018 in public previews.

Of these, AI for Customer Service Insights seems to be leading the way as this will enter general availability during the April release wave.

** FEB'19 UPDATE ** Since this post was published, Microsoft has announced the release of additional AI driven apps for the April update including Virtual Agent and Customer Insights (separate from Customer Service Insights!).

Dynamics AI for Customer Service Insights

Customer Service Insights provides actionable views into performance metrics, operational data and emerging trends for customer service organization. This new app is available with the Customer Service Enterprise app and Customer Engagement plan.

Embedded dashboards, interactive charts and visual filters provide insights across support channels to automatically promote improvement areas that is underpinned by AI technology to detect emerging support topics as they arise. Insights gained are designed to help service managers take proactive actions that will deliver better customer service experiences by reducing wait times and faster resolution times.

Continuous Improvements to Topic Clustering Based on Human Feedback (General Availability - April 2019)

Users will be able to improve the results of topic clustering by managing the generated topics that reflect groupings of service issues. This will include renaming topics to match precise terminology and requirements, providing feedback on cases included within a topic to indicate which items should, or shouldn't, fall under a topic and splitting topics for granular management.

Agent overview, escalated cases, and SLA compliance dashboards (General Availability - June 2019)

These will enable service managers to gain added contextual insights into agent performance, escalated cases, and service level agreement (SLA) compliance.

An agent overview dashboard will give visibility into agent performance including average resolution times, customer satisfaction, SLA compliance, and response times. AI-driven insights are available across multiple channels to highlight the areas of strengths and performance impact, as well as identifying potential areas for training and improvement.

The escalated cases dashboard provides AI-driven insights to identify emerging topics and trends in escalated cases to proactively address problems before they result in wider impact.

Finally, an SLA compliance dashboard will help users understand how well customer service teams are meeting SLA obligations with AI insights combined with out-of-the-box metrics, charts and historical comparisons to assess compliance levels, identify trends and highlight frequent topics that result in SLA breaches.

Embed AI for Customer Service Insights within the D365 for Customer Service (General Availability - August 2019)

A set of AI for Customer Service dashboards can be embedded within D365 for Customer Service (Unified Interface or Unified Service Desk experiences) to provide these insights in the context alongside other key service metrics and views.

Share insights and workspaces with colleagues (General Availability - April 2019)

Service managers can share AI insights across their organisation by inviting others to access these workspaces. This will allow invited users to view data within the workspace, or limit access based on rules with invited users permissions controlled for read only or contributor to manage topics.

Generate Insights from Custom Entities & Field Data (General Availability - April 2019)

AI for Customer Service Insights works out of the box with data stored in the Common Data Model and default Dynamics 365 entities and data fields. With this release, broader insights can be gained with a data mapping wizard that will enable additional data to be imported from custom entities and fields.

Dynamics 365 AI for Sales

AI for Sales is designed to help businesses strengthen their sales processes and drive greater revenue.

The April '19 release will bring a series of AI capabilities embedded within Dynamics 365 for Sales, or delivered through the purpose built Sales Insights app.

Create & Configure Suggested Relationship Assistant actions (Public Preview - April 2019)

Administrators will be able to create their own suggested action cards within the Relationship Assistant settings experience to promote recommended next best actions.

This can use events and conditions to customise triggers for when suggestions should be created giving businesses greater flexibility to send timely information that will help sellers close deals faster and better manage accounts.

Access Relationship Assistant from Microsoft Teams (Public Preview - April 2019)

Another example of the increasing synergy between Microsoft Teams and Dynamics will see Relationship Assistant becoming available inside Teams and integrated with its bot experience.

Customization & Extension Options on AI for Sales Reports (Public Preview - July 2019)

Using prebuilt reports, sales managers will be able to see an overview of their team performance that will include progress towards targets and time spent highlighting non-obvious trends. For additional flexibility, and to provide all the information that's needed in one place, D365 AI for Sales will also allow sales managers to apply customisations and host their own Power BI reports.

Predictive Forecasting (Public Preview - July 2019)

This enables sales managers to use AI-based models that remove manual and error-prone steps from forecasting processes to more accurately predict revenue. Predictions can be visualised against targets so that proactive action can be taken to address projected shortfalls.

Call Intelligence (Public Preview - July 2019)

By connecting caller technology, conversation insights can be generated to help managers better understand how sellers are engaging with customers. The April '19 release will see further functionality to enhance this experience.


New Ftd

What's New in Dynamics 365

Check out more new features and capabilities for Dynamics 365 and the Power Platform.

Read more