Dynamics 365 Customer Service Insights Set To Launch

Microsoft has confirmed that its AI-powered app, Dynamics 365 Customer Service Insights will enter general availability from 1st May.

The app provides an actionable view into critical performance metrics, operational data, and emerging trends for customer service organizations. This includes case trends and service desk health to help service managers improve performance by taking a proactive approach supported by data-driven decisions.

Through natural language understanding, cases can be grouped by topics without the need for users to manually tag cases. As a result, new insights are instantly accessible so that growing issues can be understood at an early stage.

From 1 May, Dynamics 355 Customer Engagement Plan and Customer Service Enterprise users will be entitled to Customer Service Insights at no additional cost.

This is expected to have a default capacity of 500k cases pooled at tenant level. Extended case capacity will be available to purchase as an add-on.

Customer Service Insights will also be available as a standalone application for Customer Service Professional and on-premise customers for a separate cost.


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