AI-Powered Dynamics 365 Customer Service

Amplify your response to customer service requests with AI-powered capabilities. Empower your service agents to engage customers effectively across all channels, meet them where they are active, and gain a 360-degree view of interactions for deeper insights.

Resolve customers’ issues faster and better using AI-driven Dynamics 365 Customer Service.

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Why does your business need Dynamics 365 Customer Service?

To Resolve Customer Cases

Dynamics 365 Customer Service improves case management, helping teams track, assign, and resolve issues efficiently. Standardized processes reduce errors and ensure consistent service delivery.

To Provide Personalized Support

Dynamics 365 Customer Service helps you engage with your customers consistently across email, phone, chat, social media, and in-person channels. This unified approach guarantees smooth communication and a more personalized experience for every customer.

Knowledge Base

Provide employees and customers with easy access to articles, FAQs, and best practices. Quick access to information helps resolve issues faster and reduces repeated inquiries.

Service Level Agreements (SLAs)

Monitor response and resolution times to ensure service commitments are met. SLAs help maintain high service quality and improve accountability within support teams.

Customer Insights & Analytics

Analyze customer interactions and trends to understand satisfaction levels and identify improvement areas. Data-driven insights help businesses make better decisions and enhance the overall customer service experience.

Copilot in Dynamics 365 Customer Service

Omnichannel engagement

Copilot in Dynamics 365 Customer Service helps teams manage customer interactions across every digital channel where your customers are, whether it is website, emails, chats, social media platforms, or others. Copilot manages interactions across all these channels and analyzes them to suggest the next best actions.

Customer case management

Copilot helps provide a single, unified interface for all customer details and communications. Agents get AI-driven summaries of case histories, recommended resolutions, and automated updates. You can check the case history, track its status, and resolve accordingly to prevent missing any requests, resulting in satisfied customers.

Customer analytics

You can easily manage and assess the performance of your solution’s customer engagement center. Copilot provides insights into engagement behavior, trends, and patterns, based on which you can adjust customer experience journeys to make progress in business productivity and customer loyalty.

Self-service portal management

Copilot powers intelligent self-service portals by generating FAQs, knowledge articles, and conversational bots. The portal has tips, insights, and case studies, so that customers can get their queries cleared.

Agent workspace management

Use intelligent and sentiment-based routing to assign an appropriate agent to a customer. Copilot leads to efficiency in agents’ work with access to relevant cases for faster and accurate resolution. Moreover, virtual agents manage customer conversations using Bing and Azure OpenAI service capabilities.

AI Agents in Dynamics 365 Customer Service

Case Management Agent

Case Management Agent in Dynamics 365 Customer Service can efficiently create, categorize, and route cases across channels while prioritizing urgent issues. They get recommendations for next best actions, identify recurring problems, and handle cases faster and more consistently at scale.

Customer Intent Agent

The Case Intent Agent in Dynamics 365 Customer Service identifies customer intent and sentiment across all channels, prioritizes issues, and routes them to the right resolution paths. It enables intelligent triage, proactive service, and delivers faster, more personalized, and empathetic customer experiences.

Our Services

Partner with Intech to transform your customers’ experiences across all business touchpoints using the AI-powered Dynamics 365 Customer Service solution. Copilot-assisted Customer Service software allots self-service, virtual agents, or human customer service representatives to answer your queries efficiently, quickly, and accurately.

Implementation

We plan the entire implementation process from reviewing the current technology environment to configuration, customization, and integration of Dynamics 365 Customer Service, and lastly, testing the solution before the final operational go live. We offer both agile and waterfall implementation approaches to help you go-live within your desired timeframe.

Migration

The migration to Dynamics 365 Customer Service from your current CRM system requires data cleansing, mapping, and importing into the new system to ensure seamless operations that generate accurate results. With Intech by your side, the end-to-end migration process becomes easier and faster.

Training

If you wish to maximize the ROI from your investment in Dynamics 365 Customer Service, user adoption is crucial. For this, Intech trains your employees in all relevant modules to ensure the solution is used effectively to achieve your desired business outcomes.

Support

Intech offers post-go-live and extended support to help you leverage your CRM solution for maximum benefits. Our support services include optimization, maintenance, upgrade, and customer complaint resolution.

Intech-Built Extensions for Dynamics 365 Customer Service

Below are some of our top solutions that integrate seamlessly with Dynamics 365 Customer Service to cater to your specific needs. Explore how these add-ons can supplement the existing capabilities of your CRM solution.

Approval Management

Intech’s Approval Management App enhances your approval process, leading to a hassle-free and streamlined workflow that enhances decision-making and improves customer service.

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Dealer Management System

Intech’s Dealer Management System helps you manage your dealer network with ease by streamlining the inventory, end-to-end sales process, compliance, and campaign management.

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Expense Management

Make your expense management effortless with any device accessibility, automated data entry, speedy approval, and real-time notifications.

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Flexible Licensing Options for Dynamics 365 Customer Service

Dynamics 365 Customer Service Professional

In this license package, you can enjoy the core modules of the Customer Service solution for improved case and knowledge handling.

Dynamics 365 Customer Service Enterprise

This license package provides advanced features to enable customized services, optimized operations, and productive service representatives.

Dynamics 365 Customer Service Premium

Buying this license package gives a boost to customer engagement with the added functionalities of a contact center and an agentic CRM service.

Successful customer stories

Learn how we brought about a difference in our customers’ service operations using Dynamics 365 Customer Service

Build lasting customer relationships and boost agent productivity with Dynamics 365 Customer Service! Deliver the right support with intelligent case management, omnichannel engagement, and automated workflows.

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Frequently Asked Questions

Any business question, answered with precision.

Why choose Intech as your Microsoft partner for Dynamics 365 Customer Service implementation?

We have the experience and expertise to make your shift to Dynamics 365 Customer Service smoother and results-oriented. We understand your unique business requirements and tailor the solution to meet your business goals. While implementing, we ensure configuration, customization, optimization, and deployment in your IT ecosystem.

You never have to worry about data security and privacy, as we focus on this aspect diligently to maintain data integrity and confidentiality. You can check our track record and read the customer case studies to know their experiences with our engagement.

How does this solution improve customer service agents’ productivity?

Copilot and the AI capabilities of this AI solution for business improve your customer service representatives’ productivity. The AI features help agents in the following:

Diagnose customers’ issues and queries
Create relevant responses based on the analysis of customer interactions
Understand customers’ sentiments and translate their issues into an understandable language
Recommend knowledge articles to customers

Besides the quality of responses, the AI-based routing feature allocates the best-suited agent to a customer based on the matching skillset, past resolution of similar cases, or sentiment addressal effectiveness. This ensures faster resolution, which enhances agents’ productivity and lightens their workload.

How much time do you take to train our employees on Dynamics 365 Customer Service?

There is no fixed training time duration. It depends on the following factors:

Employees’ technical acumen
Roles and responsibilities of employees
Prior experience of employees in using a similar or the same solution
Scope and complexity of the implementation
Training delivery approaches used

We provide a timeline for the modules covered based on your project’s unique requirements.

Can I add new customers and customer service agents to the existing licensed Dynamics 365 Customer Service solution?

Yes, you can add new customers as well as new customer service representatives to this solution. The process is different for both because customers are added as accounts or contacts, while adding agents is an administrative task. Moreover, the process for adding a human vs an AI agent is different.

How does the AI integration with Microsoft Teams help a user of Dynamics 365 Customer Service?

If your business maintains customer records in Microsoft Teams, managing customer services becomes easier with the integrated solution. The agents can view the records in Teams and edit or update them accordingly. The meeting feature allows agents to interact with customers seamlessly and address their queries and doubts with ease.