Microsoft launches its Generative AI solution for customer service
Microsoft has announced the launch of Dynamics 365 Contact Centre - a cloud-based contact centre that uses AI technology to drive increased productivity and better customer engagement.
Below we outline how this works and the proven benefits it can deliver for operations:
The Importance Of Customer Service Excellence
The link between great customer service and customer retention has long been understood. This is expected at every scale of operations, which can prove difficult when a business’ success gets ahead of its headcount.
For some time, Microsoft has provided CRM solutions for improving customer satisfaction. The launch of Dynamics 365 Contact Centre represents the next generation of this technology.
Designed to transform the way contact centres operate it utilises generative AI technology to deliver human-like experiences. This in turn allows for service at scale, delivering customers the information they need within a unified workflow.
Cloud-first technology, Dynamics 365 Contact Centre delivers extensive scalability and reliability across voice, digital channels, and routing, allowing organisations to retain their existing investments in CRM or custom applications while benefiting from advanced AI capabilities.
What Are The Capabilities Of Dynamics 365 Contact Centre?
Cloud-first technology, Dynamics 365 Contact Centre delivers scalability and reliability across voice, digital channels, and routing, allowing organisations to retain their existing investments in CRM or custom applications while benefiting from advanced AI capabilities. Some of the key features are below:
- Next-Generation Self-Service: Dynamics 365 Contact Centre introduces sophisticated and pre-integrated Copilots for digital and voice channels. By mixing advanced interactive voice response (IVR) technology with Microsoft Copilot Studio’s no-code/low-code designer, Contact Centre supports more sophisticated self-service experiences, allowing customers to resolve more of their own issues, reducing wait times in the process.
- Accelerated Human-Assisted Service: Automated systems can be frustrating when the system doesn’t exactly match the customer’s requirements. Intelligent routing ensures that incoming requests that require human assistance are directed to suitable agents quickly. When customers reach an agent, Dynamics 365 Contact Centre provides a full 360-degree view of the customer with real-time tools like sentiment analysis, conversation summaries, and call transcriptions. Generative AI also helps agents by automating repetitive tasks such as drafting emails, case summaries, and suggesting responses.
- Operational Efficiency: Metrics and adaptability are key to providing great service. Dynamics 365 Contact Centre helps service teams detect issues early, improve KPIs, and adapt quickly to changing customer requirements. Real-time reporting enables service leaders to optimise contact centre operations across all support channels, driving up team performance in the process.
Proven By Microsoft Itself
While solutions like Dynamics 365 Contact Centre sound effective in theory, real-life experience with such products can be a very different experience for businesses. So it’s encouraging to hear that Microsoft’s own customer service team has already adopted and road-tested Contact Centre.
Previously bogged down by 16 different systems and over 500 tools, Microsoft’s team streamlined its operations with Copilot. This has resulted in: a 12% decrease in average handle time for chat engagements, a 13% decrease in peer assistance requests, a 31% increase in first call resolution, and a 20% reduction in missed routes.
Given that even single-digit improvements in performance can significantly push the needle for a business the size of Microsoft, these benefits are significant.
Scale Customer Services With Ease
With the launch of Dynamics 365 Contact Centre, businesses can now modernise their customer service operations, meeting ever-higher customer expectations and creating stronger relationships. As such, Dynamics 365 Contact Centre could well redefine the standards of customer service excellence.
As a provider of wider Microsoft customer service solutions, Akita can support organisations wishing to explore the integration of Dynamics 365 Contact Centre into their operations.
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