Transforming Customer Support with AI-Powered Case Management in Microsoft Dynamics 365
AI is reshaping how customer service teams handle cases, access information, and support customer interactions. Microsoft Copilot and the Case Management Agent bring intelligent capabilities into Dynamics 365 Customer Service to streamline case handling and assist service teams.
This session introduces the Case Management Agent, covering its architecture, key capabilities, prerequisites, and configuration. It also provides an overview of how AI can support customer service operations and help agents work more effectively.
Agenda
- Business challenges in modern customer support
- Introduction to the AI-Powered Case Management Agent
- Architecture overview and key capabilities
- Prerequisites and configuration
- Live end-to-end demonstration
- AI-powered case summarization and prioritization
- Business benefits and implementation best practices
- Interactive Q&A Session
Speakers
Sujay Subramani
Senior Developer
Ravula Gireesh B
Technical Developer