Dynamics 365 Customer Service
Overview
Empower your agents and transform customer service
Exceed customer expectations by delivering exceptional service on any channel.
- Save agents time by using Copilot in Dynamics 365 Customer Service to diagnose, troubleshoot issues, and help draft customer responses.
- Empower agents with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
- Increase first-call resolution with AI-based routing that classifies issues and assigns them to the best-suited agent.
- Bring together experts who resolved similar cases, and then collaborate in Microsoft Teams for quicker issue resolution.
- Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.
- Resolve issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response.
- Increase productivity by automating routine tasks as well as complex transactions.
- Collaborate, share tips, and gather rich insights from other users and experts in personalized community portals.
- Access an omnichannel insights dashboard with AI-driven conversation and channel analytics, and KPIs all in one place.
- Detect emerging trends and identify improvements across support topics, agent-customer interactions, and knowledge management.
- Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.
- Plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume with the forecast report feature.
- Reduce costs by building on existing capabilities and interoperating with other business applications—all on a single platform.
- Quickly set up phone systems for agents to assist customers on a scalable platform built and operated by Microsoft.
- Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.
- Effectively communicate with customers in the language of their choice using real-time translation.
- Based on the customer’s emotions and needs, route the case to the right agent every time.
- Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.
- Use voice and behavioral recognition for a fast and personalized way to verify customer identities.
- Deliver personalized responses with AI that registers customer engagement and understands customer intent in real time.
- Gain insights through customers’ interactions and journeys to personalize offers and recommendations.
AI pro tips
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Partner apps
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FastTrack for Dynamics 365
Go live confidently with onboarding and training led by Microsoft experts and partners.
Customer stories
Real customers, real results
Microsoft customer service and support agents become super agents with Copilot in Dynamics 365 Customer Service.
50%
Process time savings
Products
Customer Service
Aberdeen City Council uses Customer Service to save time and money on data collection, leading to faster help for residents.
£2M+
Saved annually
218
Minutes saved per case (average)
Products
Customer Service
Microsoft empowers its agents and modernizes its support team to AI-powered customer service.
31%
Increase in first-call resolution
20%
Decrease in missed routes
Products
Customer Service
NatWest streamlines its legacy systems to provide faster and more responsive customer service.
£10M+
Savings on software
50M
Customer interactions per year
Products
Customer Service
With a 360-degree view of the customer, Lufthansa Cargo seamlessly manages record-breaking growth.
30%
Decreased operating cost
Products
Customer Service
Vattenfall simplifies and scales for climate-neutral solutions while supporting customers and sustainable innovation.
Products
Customer Service
Read the study
Report
The Forrester Wave
Microsoft was named a Leader in The Forrester WaveTM: Customer Service Solutions, Q1 2024.
Report
Gartner Magic Quadrant
Microsoft was named a Leader in the 2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center.2
Report
The Forrester Wave
Microsoft was named a Leader in The Forrester Wave™: CRM Suites, Q3 2022.
E-book
Microsoft Support’s success story
Read about Microsoft Support’s transformation journey to AI-powered customer service.
E-book
Five keys to customer service success
Read how to attract loyal customers and increase your revenue with personalized service, technology, and automation.
Research
Assess your customer service sophistication
Learn how to level up your service experience with the Service Sophistication Model.
E-book
Ignite always-on service
Read how to deliver exceptional service all day, every day by incorporating five key elements.
Webinar
AI-empowered service teams
Transform your service with the generative AI capabilities of Copilot, designed for agents and frontline workers.
Webinar
A Day in the Life of a Microsoft Customer Support Agent
Learn how Microsoft agents are using generative AI to transform customer service.
Webinar
Microsoft Support’s journey to modernized service
Learn how Microsoft Support exceeded customer expectations through transformation.
Webinar
Defining Priorities for Your Customer Service Evolution
Deliver personalized customer engagements and build a seamless customer experience.
Dynamics 365 Blog
Announcing Microsoft Copilot for Service
Learn about the copilot that can be embedded into your existing contact center and CRM solutions.
Dynamics 365 Blog
Copilot features now available
Modernize customer support with Copilot in Dynamics 365 Customer Service.
Dynamics 365 Blog
Copilot improves customer experiences
Learn how global brands use Copilot for Dynamics 365 to transform customer experiences.
Microsoft Source
Copilot improves agent experiences
Learn how Copilot capabilities help Microsoft customer service agents deliver faster, smarter results.
Infographic
Copilot in Dynamics 365 Customer Service
Learn about the capabilities, benefits, and impact of AI-powered technology through an agent’s day-in-the-life experience with Copilot.
Video
Dynamics 365 Customer Service demo
See how Customer Service empowers agents and transforms the service experience.
Video
Copilot in Customer Service demo
See how Copilot accelerates issue resolution and maximizes productivity.
Infographic
Microsoft Support’s success story
Learn about Microsoft Support’s journey to AI-powered customer service.
White paper
Generative AI at Microsoft
Discover learnings from the internal deployment of Copilot to Customer Support Services at Microsoft.
Guide
How AI Can Empower Customer Service Agents
Learn how AI and automation can help service agents meet the growing demands of their job.
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