WASHINGTON, UNITED STATES – Microsoft has introduced an artificial intelligence–backed tool to improve customer service experience through generative AI.
Microsoft Dynamics 365 Contact Center will be available to the general public on July 1 as a standalone contact center as a service (CCAAS), aimed at enabling customer service centers to better serve their clients.
Key capabilities of Dynamics 365 Contact Center
Dynamics 365 Contact Center is built natively on the Microsoft cloud and connects seamlessly with a business’s chosen customer relationship management systems (CRMs) or custom applications.
This tool integrates generative AI into the center’s workflow across communication channels, self-service, intelligent routing, agent-assisted service, and operations, helping contact centers resolve customer issues faster, assist agents more effectively, and reduce costs.
The solution enhances both self-service and human-assisted interactions using integrated Copilots for digital and voice channels, providing personalized, AI-driven experiences. Intelligent routing directs requests to the most suitable agents, who benefit from a 360-degree customer view and tools like sentiment analysis, real-time translation, and automated task management.
Microsoft also claims that generative AI-based reporting will optimize operational efficiency by enabling service teams to detect issues early, improve KPIs, and adapt swiftly across all support channels.
Years Into the making
Microsoft Dynamics 365 for Customer Service was first announced in 2019, though its tools were more similar to Salesforce’s CRM platform than a contact center solution.
Jeff Comstock, corporate vice president of Dynamics 365 Contact Center, shared that they’ve already seen the transformative impact of generative AI with Microsoft’s Customer Service and Support (CSS) team, one of the world’s largest customer service organizations.
Before implementing Microsoft’s tools, CSS used 16 different systems and over 500 individual tools, leading to slow service, hindered collaboration, and inefficient workflows, according to Comstock.
“With Copilot as part of the solution, the CSS team achieved a 12 percent decrease in average handle time for chat engagements and a 13 percent decrease in agents requiring peer assistance to resolve an incident. More broadly, CSS has seen a 31 percent increase in first call resolution and a 20 percent reduction in missed routes,” Comstock said.
