Transform every customer interaction into a loyalty-building moment. Omnichannel engagement, AI-powered resolution, and a unified knowledge base—all in one platform.
Reduction in average handle time
Faster first response with AI
Increase in first-call resolution
Improvement in CSAT scores
Empower your agents with the tools they need to resolve issues faster and create customers for life.
Meet customers where they are—phone, email, chat, social media, SMS—all managed from a single unified interface with full conversation history.
Copilot suggests responses, summarizes cases, and surfaces relevant knowledge articles—helping agents resolve issues faster with less effort.
A centralized repository that learns from every interaction, suggesting the right article at the right time and enabling customer self-service.
Automatically route cases to the best-qualified agent based on skills, availability, workload, and customer priority—no manual triage needed.
Monitor team performance, identify trends, and spot issues before they escalate with live dashboards and historical reporting.
Branded portals and chatbots let customers find answers and track cases on their own—reducing volume while improving satisfaction.
Customers don't think in channels—they think in conversations. Dynamics 365 Customer Service maintains full context as customers move between channels, so they never have to repeat themselves.
Copilot for Customer Service is a genuine productivity multiplier that makes every agent better.
Copilot drafts responses based on conversation context and your knowledge base, letting agents review and send with one click.
"Based on the customer's warranty status, I recommend offering a replacement unit..."
When agents pick up a case, Copilot provides a concise summary of the issue, history, and previous resolution attempts.
"Customer reported billing discrepancy 3 times. Previous agent applied $50 credit. Requesting full refund."
Relevant articles surface automatically as the conversation unfolds, giving agents instant access to the right information.
"KB-2847: Password Reset" • "KB-1293: Two-Factor Auth" • "KB-3421: Account Recovery"
Real-time detection of customer sentiment helps agents and supervisors identify frustrated customers before escalation.
"⚠️ Customer sentiment shifted negative. Escalation triggers detected."
See how Dynamics 365 Customer Service can help you deliver exceptional experiences while reducing costs.