Tag: Autonomous
Conversational CRM: How to use Sales Agent in Microsoft 365 Copilot (preview)
I am sure most of you have heard of Copilot for Sales, which was announced by Microsoft in the fall of 2023. Back then you had to pay an additional fee for Copilot for Sales, but today it is available to all users who have a Microsoft 365 Copilot license. If you’re not familiar with the functionality of Copilot for Sales, let me give you some more details on this.Read More
Introducing the Customer Intent Agent in Dynamics 365 – Part 2
Back in February, I shared some of the new features that are coming in the 2025 Release Wave 1 for Dynamics 365 Customer Service and Contact Center. In that article, I gave a quick overview of three new autonomous agents Microsoft is rolling out: the Case Management Agent, the Customer Knowledge Management Agent, and the Customer Intent Agent. Each of them brings something unique to the table, all with theRead More
Introducing the Customer Intent Agent In Dynamics 365 – Part 1
You might remember my article from February, where I gave a sneak peek at the new features coming in the 2025 Release Wave 1 for Dynamics 365 Customer Service and Contact Center. (If you missed it, no worries, you can catch up here.) In that post, I gave a quick overview of three new autonomous agents Microsoft rolled out: the Case Management Agent, the Customer Knowledge Management Agent, and theRead More
Everything You Need to Know About the Customer Knowledge Management Agent in Dynamics 365 Customer Service
Back in February, I shared an article walking through the new features lined up for the 2025 Release Wave 1 of Dynamics 365 Customer Service and Contact Center. (If you missed it, you can check it out here.) In that post, I gave a high-level look at the three new agents Microsoft introduced: the Customer Knowledge Management Agent, the Customer Intent Agent, and the Case Management Agent. Each one bringsRead More
