Enhance Your Customer Service with Omnichannel, Power Virtual Agents & Copilot for Dynamics 365

In today’s fast-paced business landscape, providing exceptional customer service is no longer a competitive advantage; it’s a necessity. Customer expectations have evolved, demanding seamless, personalized interactions across multiple channels. To meet these demands effectively, organizations need to go beyond well trained, responsive agents, and harness the power of innovative technologies that empower their customer service teams to do more with less.  

With Dynamics 365 Customer Service, Microsoft offers a comprehensive solution designed to help manage and optimize customer support operations with tools and features to streamline customer interactions, track cases, and enhance service efficiency. Microsoft has continued to build on this powerful application to meet growing demands with new enhancements and integrations. Our D365 Customer Service team recently had the opportunity to do a deep dive into the growing world of enhancements to this crucial platform. We even tested out some soon to be released integrations to get an inside scoop on understanding where the platform is moving next.  

In this article, we’ll explore how the integration of three of these powerful enhancements to Dynamics 365 Customer Service – Omnichannel for Customer Service, Power Virtual Agents, and Copilot – can be combined to transform the way your business delivers support, enhance your agents’ productivity, and elevate your overall customer satisfaction. Let’s jump into the world of next-level customer service and discover how this trio of technologies can revolutionize your customer engagement strategy. 

Omnichannel is a comprehensive application that builds on the capabilities of Dynamics 365 Customer Service. It allows organizations to instantly connect and engage with customers across multiple digital channels including, SMS, voice, Teams, and social within a centralized inbox. We tried it out and found that this integration delivered on its promise of a smooth and consistent experience for customers, allowing agents to seamlessly manage cases and swap between channels all from a single workspace. By combining the Omnichannel experience with the right Customer Service integrations, businesses can meet customers within their preferred channel and go beyond their expectations.  

Another standout integration we were able to work with is Power Virtual Agents, which allows businesses to create and tailor a responsive chatbot to interact with customers. It’s easily customizable to ensure accurate and relevant responses and can have natural conversations, answering questions and providing information about products or services. Providing this self-service option can improve customer satisfaction and reduces workloads.  

 It can even use sentiment analysis to understand the tone of conversations and let support agents know if a customer is feeling positive, negative, or neutral about a specific interaction. Agents can then adjust their approach to address concerns more effectively. The sentiment analysis data can also be leveraged for analytics, helping businesses generate reports and dashboards to evaluate customer feelings and improve service quality more effectively. 

Building a customized virtual agent is a simple user-friendly process. To get started, we simply accessed the platform from the Power Virtual Agents homepage. Once inside the platform, users can design a conversation flow by setting up dialogues, user prompts, and bot responses with a simple drag-and-drop interface.  

Using conditions and variables, the bot’s responses can be customized with pre-built templates or custom messages. 

Once the virtual agent is configured, it can be easily integrated into the Omnichannel for Customer Service platform, allowing it to be accessed across multiple channels.  

If the chatbot cannot address a complex or sensitive issue, conversations can be seamlessly transferred to a live customer service agent based on preconfigured routing rules. This ensures that customers receive the support they need, even if the chatbot’s capabilities are limited.  

Looking to get even more out of your Omnichannel and Power Virtual Agent enhanced solution? Look no further than Microsoft’s new Dynamics 365 Copilot. Copilot is an AI-powered assistant within the 365 Dynamics environment. Like ChatGPT, it is a natural language processing tool that is ready to answer questions and assist you with tasks, such as drafting emails and finding resources. It has access to internal knowledge resources, customer emails, CRM data, and external data sources, allowing it to provide contextual and tailored responses to users’ queries.  

Dynamics Copilot is being rolled out to the entire Dynamics 365 suite of ERP and CRM applications, allowing for AI powered assistance across business functions. But for now, our team is focused on how Copilot can improve customer experiences by assisting agents engaged in digital conversations.  

Using the context of conversations, Copilot is able to rapidly generate draft responses for agents with a single click. It efficiently searches the web and internal document resources to identify relevant information, facilitating the creation of timely, well-informed responses that can be reviewed and sent to the customer. 

Copilot’s Generative AI will also soon be able to enhance your Power Virtual Agents. Using the Conversation Booster tool, businesses will be able to connect their chat bot to the most current and useful data sources in order to. generate new and accurate responses without the need for additional development.  With this feature, developers will spend less time creating basic informational responses and be able to focus on more complex conversation flows. 

While Copilot is still relatively new, and is not yet available in Canada, its features surely elicit interest in what can be expected going forward as Microsoft continually builds on its capabilities.  

For organizations currently utilizing multiple customer service tools, Omnichannel with Power Virtual Agents & Copilot integrations offer an enticing proposition. This trio of tools offers an all-in-one solution, eliminating the need for separate platforms and complex connectors. The result is a more compatible and cost-effective customer service environment with improved response times and service quality.