Tag: Customer Intent Agent
What is coming in 2025 Wave 2: Dynamics 365 Contact Center
Microsoft has just released the 2025 Wave 2 notes for Dynamics 365 business applications and the Power Platform, and I couldn’t wait to dive in. Over the past few days, I’ve been going through the details to get a solid understanding of what’s coming as part of this wave. You’ll notice that a sizable chunk of these features have been announced previously but are just reaching GA and/or some ofRead More
Learn how to enable Customer Intent for Custom Agents in Copilot Studio!
Previously I have written articles on the Customer Intent agent in Dynamics 365 Customer Service and Contact Center where I explained how the Customer Intent agent works, and how to enable it. If you haven’t had a chance to read those articles yet, you can do so here and here. How great would it be if we could allow our custom built agents (yes the ones you build using CopilotRead 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
2025 Wave 1: D365 Customer Service and Contact Center
It is that awesome time of year again! On January 23rd, Microsoft announced the 2025 Wave 1 release notes for Dynamics 365 business applications and the Power Platform. Since then, I’ve been digging through the documentation to get a grasp of all the new features and enhancements. Like I do with every release wave, I am creating a series of articles and videos, to share insights on what’s coming asRead More
