Wouldn’t it be great if your custom agent could do more than answer questions?
If it could actually help customers resolve their issues without ever needing to
chat with a live agent or search through pages of knowledge articles by
themselves? By ...
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: ...
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,...
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 ...
Back in February, I wrote an article covering the new features that were
expected to roll out as part of the 2025 Release Wave 1 for Dynamics 365
Customer Service and Contact Center. (If you haven’t had a chance to check it
out yet, you can read t...
I’m sure by now it hasn’t escaped anyone’s attention that Microsoft has been on
an absolute roll when it comes to announcing agents—whether they’re autonomous,
semi-autonomous, or somewhere in between—as part of the 2025 Release Wave 1.
It’s been ...
You might have noticed some buzz online last week when Microsoft announced three
new AI-driven sales agents within Microsoft 365 Copilot and Dynamics 365 Sales.
These new Agents are designed to enhance sales teams’ efficiency and
effectiveness. By...
Last week I wrote an article about how to configure and enable Copilot Case
Summaries in Dynamics 365 Customer service. If you haven’t had a chance to read
the article yet, then you can do so here. If you’re unsure about what a Copilot
Summary is,...
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