85 generative AI firsthand. Before migrating to using Microsoft’s own tools back in March 2023, the CSS team was using 16 different systems and over 500 individual tools, which slowed down service and hindered collaboration. Now, after a year of using Copilot in Dynamics 365 Customer Service, the team has improved first response rate by 9 per cent and has reduced days to close by 7.5 per cent. Not only can agents help customers better with this freed-up time but they can also do so more efficiently. Clear communications Microsoft’s latest milestone for the platform is Microsoft Dynamics 365 Contact Center, a Copilot-first solution that allows organisations to deliver generative AI to every customer engagement channel, including voice, chat, email and social media. Contact centres can use the platform to build an AI-powered self-service feature using interactive voice response technology from Nuance and Microsoft Copilot Studio, meaning customers can get fast, personalised answers to their questions any time they need. The solution also enhances human-assisted service by providing a holistic view of the customer with tools such as real-time sentiment analysis, translation and conversation summaries. “Generative AI is transforming customer service and revolutionising the way contact centres operate, from delivering rich experiences across digital and voice channels that enable customers to resolve their own needs, to equipping agents with relevant context within the flow of work, and ultimately unifying operations to drive efficiency and reduce costs,” says Jeff Comstock, corporate vice president of Dynamics 365 Customer Service at Microsoft. Customer satisfaction plays a large role in easing the workload for employees and streamlining operations, and Dynamics 365 Contact Center is just one in a range of Dynamics 365 applications that are designed to make these communications easier. For example, in Dynamics 365 Customer Insights, users can gain a more holistic view of their customers by unifying transactional, demographic and behavioural data with IN FOCUS: DYNAMICS 365 Photo: Virgin Money
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