Customer Service

Modernization
With AI and CoPilot

Juneidi Tsai
Technical Specialist Business Application
Microsoft Asia
The blueprint for cross-organization impact
Productivity & +
Business data & +
Low-code
collaboration processes solutions

Word PowerPoint Excel Sales Supply Chain Customer Service Power Apps Power BI Power Pages

Outlook Teams Finance Marketing Field Service Power Virtual Power

Agents Automate

Microsoft Microsoft
Graph Dataverse
Copilot

Azure OpenAI Service

Global cloud infrastructure & services

Identity, security, management & compliance

How we help customers deliver great experiences
Deeply understand customers Personalize every interaction Leverage data and AI

Sales

Built on the Customer

Dynamics 365 Data Platform (CDP)
Sales
Connects to 1st and 3rd
party data sources
Dynamics 365
Customer Insights Delivers real-time Customer
Marketing Service
Journey Orchestration (CJO)

Dynamics 365
Customer Service

Dynamics 365
Field Service
Customer Journey in Service

Service

Uses automated Receives support Gets onsite service

self-service options from agents from technicians

Customer
Marketing Sales
Self
360-degree view Service
of the customer at
every touch point
• Anytime automated fast
response to questions
• Quick and easy low-code
deployment options
• Conversational AI for human-
like interactions
Customer
Service
• Engage in customer’s choice of
channel (omnichannel)
• Improved agent productivity
with holistic UX, AI-assist tools
• Modern case management and
collaboration
Field
Service
• Proactive service with IoT and
AI-driven automation
• Optimized resource scheduling
and work order management
• Technicians empowered with
mobile app and remote assist
 The age of AI

AI sets the stage for

a new era of innovation.
A new era of AI in customer service is here

AI as a real-time collaborator that…

….generates content
Dynamics 365
Copilot ….sparks creativity

….automates tasks

….surfaces insights
We hear from our customers that they need to:

Customer Agent Supervisor Service Leader

Personalize service Make agents’ work more Get proactive visibility to Automate and augment
experience and connect effortless with increased maximize service to run the business fast
through customer’s productivity and operations and lean
preferred channel collaboration
Capabilities in Dynamics 365 Customer Service
Personalize service Make agents’ work more Get proactive visibility to Automate and augment
experience and connect effortless with increased maximize service to run the business fast
through customer’s productivity and operations and lean
preferred channel collaboration

Customer Agent Supervisor Service Leader

Increase customer
Engage on channel of Resolve issues faster Make data driven
acquisition and
choice with Copilot decisions
revenue

Self serve with Assist with smart Gain visibility into Automate to drive
conversational AI recommendations trends and issues efficiency

Get 24/7 anytime Identify agent

Get real-time context Scale with elastic cloud
support coaching opportunities

Connect with the right Predict and plan for Simplify and lower
Collaborate with Teams
agent every time fluctuating needs costs
Solution Overview
Personalize service experience
Connect with the right agent every time
Voice
Channel

Assign incoming services requests on any

channel to queues and intelligently route to Calls
Agent
best-suited agent Data
IVR

Improve CSAT using automatic

classification and unified routing to optimize Unified Routing

I n t ellig e

Collabor
SMS
Automated classification
channel performance Intelligent assignment

nc

ati
Live Chat
Improve first-time resolution with

o
n

standardized rules and AI-based routing to Bots

match service request with best-suited agent

Social

Web

Digital
Engagement
Customer
Channels
Make agents’ work more effortless
Resolve issues faster with Copilot

Chat with generative AI-powered Copilot that can diagnose

issues, ask follow up questions, gather information and
provide solution, using internal knowledge, historical cases
and data from trusted websites

With one click, deliver tailored and contextualized responses

to any complex questions in real time through chat

Create relevant and personalized email responses in

seconds for complex issues that would normally take
minutes or hours

Get automatic conversation summaries including notes,

emails and conversations to accelerate wrap ups and
handoffs. Single click
chat answers
Conv dialog
with Copilot
Email response
generation
Case
summarization

Agent
Get proactive visibility to maximize service operations
Make data driven decisions
Comprehensive omnichannel Topic discovery highlights
dashboards improvement opportunities

AI-driven analytics and key insights in one,

comprehensive & easy to view supervisor dashboard

Omnichannel insights dashboard provides KPI and

trends to understand overall state of the support
experience at-a-glance

Use transcription and sentiment analysis of

conversations to train and coach agents

Get full visibility into support conversations with

alerts for conversations that may require intervention

Transcription and sentiment Monitor, whisper, or join (“barge”)

analysis of conversations into an active conversation
Supervisor
Run the business fast and lean
Scale with elastic cloud
Industry-specific components

Scale to accommodate fluctuations; adjust to

changes in contact volume, agent headcounts,
wait times, and service levels without Microsoft 365 Dynamics 365

performance impact

Find finished as well as customizable solutions

that are open, extensible, and adaptive Developer Tools Power Platform

Over 900 data connectors and adapters built

into the system to allow easy integrations with
Microsoft Azure
comprehensive offerings that are composable
as well as bite-sized

Identity, security, management, and compliance

Service
Leader
 Microsoft is fueling AI innovation
Decades Committed to Secure Reliability & Trusted by
of research & advancing from performance at AI leaders
development Responsible AI the start scale for large AI like OpenAI
models

Runs on trust

Your data is your data

Thank You