Customers just want fast services – they expect businesses to stay one step ahead. Today’s customers want companies to predict their needs before they even ask, for example: sending a reminder before the payment delay; After delivery is delayed or followed after a dropped call. These are just nice who are-to-haves-we believe that they are a new standard for customer experience.
Therefore, we announce a proactive commitment and conversational day with Microsoft Dynamics 365 Contact Center and Microsoft Dynamics 365 Insights – Journeys, now Avairable in public view. With this solution, organizations can use AI agents and custom -based service representatives to actively add to the channels that they inform about the customer about the canceled flight and lead them to a solution in the same conversation. Businesses can be responsible for lower calls and support for support, while customers can quickly and more adapted experiences that increase brand satisfaction and loyalty. This summer is expected to be expected to be generally available.
The race, providing proactive services in scale is not easy. Organizations can be under the print to do more with less – less resources, budgets for pantyhose and high expectations of customers. Reaching at the right time, with the right news, on the right channel has orchestration, insight and intelligent automation. This is exactly what these new abilities are designed to provide an intelligent, highly personalized commitment.
Proactive obligation
Create proactive outgoing AI -controlled experiences.
Impact AI on customer service
Looking forward, the influence of AI on the experience of customers will deepen. According to Microsoft working trends index, 82% of leaders expect to expand the use of digital work in the next 12 to 18 months to strengthen the capacity of the workforce.
Our customers are already reaping the benefits of digital teammates laid AI. For example, tourism segments and travel use proactive engagement and conversational paths to help customers with the planning of -the reservations from the itinerary -by human repetition to further help as needed.
Apollo Travel, a travel agency that kisses more than 350,000 reservations throughout Scandinavia, uses a proactive obligation to reduce incoming call reservations.
“We are always looking for ways to better serve our customers, and these new abilities open up exciting opportunities to get more active with them. We see clear potential for the benefits on both sides – we improve the experience for our effector management customers.
—Johnny Nilsson, Head of Power Platform Center of Excellence in Apollo Travel (part of Derour Group)
Conversational paths
Use AI to deform customer experience on scale.
Another box for use shows the wider value of this approach: delay of transport and delivery, reminders, system outages, prescription refilments, loyalty remuneration, and services updates are possible through AII. The interaction feels natural and useful and, if necessary, goes smoothly to a personal support service representative – at the time of the brand’s loyalty, they turn a potential problem. Customers can naturally communicate with AI agent, who will offer a resolution on this dialogue, such as transfer to another flight or from a refund. Depending on your requirements, a proactive commitment may follow other actions such as confirmation e -mail or text message.
Because these repeated, time -consuming tasks are now automated, representatives can focus on a more critical problem and bring incredible obligations to each customer. This helps to build trust and ensure that customers feel appreciated, while allowing teams to focus on more complicated high value interactions to reduce operating costs and improve overall efficiency.
The typical scenario was components. The first part is a customer’s journey to tell the agent AI to call, when to call, and how to process the elections that the customer performs during the call. The second part is Ai Ai, which can communicate with customers using natural language. The last part connects all this and the authors manage agent customers, phone numbers and the like. If the customer asks, it is also Agent Agent would transfer the call to the service representative and then the manager who calls call solutions. The whole solution can be the author without code (including the ability to design Ai by AI using a natural language), which is accessible to non -technical business users to easily define their customer experience. With integrated consent management and designated silent times/day, compliance with customer preferences and regulatory requirements can be easily maintained. In addition, it offers flexibility to respond to real -time events or plan a range in advance.
Permission of a proactive obligation
Microsoft Dynamics 365 Contact Center, Dynamics 365 Customer Insights-Journeys and Microsoft Copilot Studio are required to enable solutions. When using a solution, send feedback to pefeedback@microsoft.com and continues to check this blog about updating this and other upcoming slots.
(Tagstranslate) ai