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Here’s how you can now create a Canvas App using a Vibe coded experience. This is Node based and the type is Code.
Let’s see how we can get to a working app quickly.
The post Power Apps Vibe Coded Experience [Preview] appeared first on D365 Demystified.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
A Dynamics 365 Customer Service admin has just configured the Case Management Agent to auto‑populate case fields from incoming emails and added field descriptions to help the AI make better predictions. The configuration looks right, but how will the admin ensure that the AI is able to predict case field values accurately? The new case enrichment simulation in Dynamics 365 Customer Service—now generally available—answers exactly that question.
Admins can measure AI‑powered field prediction accuracy against real organizational data before enabling case enrichment in production: test against historical records, review the results, refine field descriptions, and enable the feature when accuracy meets your bar.
Case Management Agent simulations include:
Don’t wait until production to find out how well the AI performs. Open the Copilot Service admin center, navigate to Case settings > Case Management Agent > Case creation and update > Simulation, and run your first test against historical data. Within minutes you will know exactly where to tune your field descriptions before turning on case enrichment.
For step‑by‑step guidance, read the documentation:
The post Run case enrichment simulation to assess AI prediction quality in Dynamics 365 Customer Service appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
As AI and agents take on more of the execution, people have more agency than ever to unlock their ambition, direct what gets done, and own the outcomes.
The post Microsoft 365 Copilot, human agency, and the opportunity for every organization appeared first on Microsoft 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Supply chain disruption is no longer the exception. It is the daily reality every business operates, driven by geopolitical instability, supplier failures, regulatory changes, and freight volatility. The challenge is not identifying disruption; it is synthesizing it fast enough to act. Businesses are flooded with signals across suppliers, logistics, operations, and compliance, but those signals remain fragmented across systems and teams, forcing reactive trade-offs instead of strategic action.
The leaders in this next era will be defined not by visibility alone, but by their ability to turn disruption into coordinated, cross-functional action before the cost of delay becomes too high. That’s where agentic AI comes in.
As supply chains become more dynamic, the way work gets done and operations are run is changing, and agentic AI is at the forefront. Agentic AI enables people and systems to work together more effectively, and Gartner predicts 60% of supply chain disruptions will be resolved without human intervention by 2031 (Gartner, March 18, 2026). Agents have the ability to reason over data, take action across workflows, reduce manual effort, and support faster, more consistent execution—while keeping humans in control of decisions and outcomes.
Frontier firms are moving beyond isolated AI use cases and focusing on how decisions and actions connect and orchestrate across end-to-end processes. This shift it happening in three practical ways:
The result is a more responsive operating model. Let’s see how this approach comes to life in Dynamics 365 Supply Chain Management, and how organizations are using it to improve resilience, responsiveness, and end-to-end performance. Watch this video for a preview on how agentic AI with Dynamics 365 can transform your supply chain operations to a frontier firm.
Enabling this model requires connecting data, decisions, and actions across the supply chain. Dynamics 365 and Microsoft 365 Copilot support this by enabling agents to work across data and business processes in a governed way—linking signals, decisions, and execution within the flow of work.
Several capabilities make this possible:
“Our partnership with Microsoft has been instrumental in enabling Farmlands’ digital transformation. By standardizing on Microsoft Dynamics 365 and thoughtfully applying agentic AI with humans firmly in the loop, we are creating a more efficient, resilient, and scalable operating model.”
Andre Scheepers, Chief Digital Officer, Farmlands Cooperative
Learn how more customers are streamlining operations
The impact of an agentic approach is best understood through how work changes across core supply chain processes.
Demand planning is no longer limited to periodic forecast updates. With Demand planning in Dynamics 365 Supply Chain Management, planners can incorporate external signals—such as changes in demand patterns, promotions, or market conditions—alongside operational data to continuously adjust forecasts and supply plans. Planners can focus on evaluating scenarios and making decisions instead of spending time consolidating data.
Supplier updates often require immediate analysis—what orders are affected, what production is at risk, and what actions need to be taken. When a supplier flags a component delay, the Procurement Agent in Dynamics 365 Supply Chain Management triages the supplier communication, matches it to the affected purchase order, and summarizes the downstream impact across inventory, sales orders, and production schedules. If inventory is available elsewhere in the network, the agent highlights the option. The procurement lead reviews the recommended response and moves forward spending time on decisions and mitigation, not tracing impacts across systems.
Changes in material availability, labor capacity, or priorities require constant updates to production schedules and warehouse activities. Agents can help apply these changes directly within operational workflows—supporting updates to schedules, work orders, and task prioritization—so teams can keep operations running without delays often caused by manual coordination. Customer commitments depend on accurate, up-to-date information across inventory, production, and logistics. Dynamics 365 Supply Chain Management connects these data points so teams can ensure that order promising reflects current conditions—reducing the risk of overpromising and enabling earlier communication when changes occur.
“With Dynamics 365, we gain real-time visibility into our inventory across all locations, empowering faster, data-driven decision making and enhancing our overall operational agility.”
Erdal Arslan, Financial Affairs Group Manager, LC Waikiki
Whether it is B2B or B2B2B, agentic commerce can connect customers to the right distribution channel, automate and accelerate the purchase experience from quote-to-order and the availability of accurate data increases speed and agility across the supply chain processes.
AI and agents in field service can provide timely updates on asset and work order information and coordinate field technician schedules that in turn improves overall production uptime, efficiency of delivery and customer satisfaction.
We invite you to engage with our leaders and explore these innovations firsthand during the symposium. Whether you are looking to learn more about the technology or for a strategic conversation on business outcomes, there are several ways to connect:
Also, be sure to visit our booth during expo hours to talk to our experts and experience Dynamics 365 Supply Chain Management in person.
The post From intelligence to impact: How agentic AI is reshaping today’s supply chain appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
In contact centers, operational excellence doesn’t start with the first customer interaction—it starts much earlier, during setup, configuration, and ongoing system health management. Yet for many organizations, these steps remain complex, time-consuming, and error-prone.
To solve for these, we are excited to preview Service Operations Agent, a new AI-powered capability in Dynamics 365 Contact Center transforming how administrators configure, validate, and orchestrate conversations at runtime.
Setting up and maintaining a contact center environment often requires navigating multiple tools, understanding complex dependencies, and manually troubleshooting issues. These challenges can result in:
These traditional approaches fragment setup, validation, and diagnostics across multiple surfaces—making it difficult to ensure consistency and operational reliability.
Service Operations Agent addresses these by bringing these capabilities together into a unified, conversational experience.
Service Operations Agent introduces an AI-powered administration layer built directly into Dynamics 365 Contact Center, enabling administrators to:
Together, these capabilities give administrators a single place to set up the contact center, keep it healthy, and define how every conversation is handled at runtime — from first contact through resolution.
Service Operations Agent is available directly within the Dynamics 365 Contact Center Admin Center, where administrators can interact with it using natural language.
The agent guides users through tasks such as:
This creates a more intuitive and streamlined administrative workflow—reducing complexity while maintaining control and governance.
In this preview release, Service Operations Agent focuses on three core areas: setup, diagnostics and conversation orchestration.
Administrators can use natural language to provision and configure key components such as queues and channels—reducing reliance on manual configuration flows. This approach streamlines onboarding and helps organizations get up and running faster, even without deep technical expertise.
Service Operations Agent continuously evaluates configurations and surfaces potential issues, helping administrators:
Embedding diagnostics into the admin workflow reduces operational risk and improves reliability over time.
Define how conversations are managed throughout their lifecycle, not just at entry. Playbooks let admins set conditions based on customer context, wait time, and queue state, and trigger automatic actions without manual supervisor intervention. They are authored using guided templates in the admin center — no rules to write, no code to maintain. Built-in validation catches conflicts before anything goes live. These capabilities are available now in public preview:
With Service Operations Agent, organizations can:
Together, these capabilities establish a strong foundation for building, scaling, and managing modern contact centers.
Service Operations Agent is part of a broader vision to bring agentic experiences for administrators in Dynamics 365 so we can assist them in their jobs to be done. Some of these are enhanced automation, better troubleshooting, simulated conversations for validating behavior and improved insights. For orchestrating conversations, we will provide capabilities to improve the in-queue lifecycle experience, such as re-connecting customers to their last customer service representative, handling overflows for direct-dial lines, out-of-hours queues, etc. Each new capability builds on the same playbook foundation — everything configured today carries forward as the platform grows.
All these additional exciting capabilities are soon to follow!
The post Introducing Service Operations Agent in Dynamics 365 Contact Center appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
In an increasingly connected world, organizations engage customers across diverse cultures, languages, and legal frameworks. A product or service feels most trustworthy when it shows respect for local customs, acknowledges regulatory differences and avoids culturally biased or region-specific references. That’s why we’re excited to introduce Governance for Dynamics 365 Customer Service, now available in Public Preview.
At Public Preview, Governance applies to the email channel — the channel where compliance risk and brand impact tends to be highest. We designed this new, administrator-configured policy enforcement layer to help support compliance with legal and brand standards by validating each outgoing customer email — whether composed by a service representative or generated by AI — against the specific policies your organization defines.
Customer service teams are rapidly adopting AI to streamline operations and enhance customer experiences globally. But with this transformation comes a new set of challenges: How do you ensure that AI-generated or human-authored communications stay aligned with your internal policies and external regulations? Cultural norms vary widely—from naming conventions and date formats to strict data-privacy regulations and content-control requirements. Miscommunications or unintended disclosure of sensitive information can erode trust, while non-compliance with regional regulations can lead to fines and brand damage. Governance is designed specifically for these challenges. It provides a proactive, runtime policy enforcement layer that checks outbound messages —whether written by a customer service representative or generated by AI—against administrator-defined policies. This ensures delivery of only compliant, brand-safe, and policy-aligned content to customers.
Governance introduces a suite of powerful features designed to help organizations enforce communication standards at scale:
Governance and Quality Evaluation are both delivered as skills within the Quality Management Agent in Dynamics 365 Customer Service. As part of the broader Quality Management suite, Governance works alongside the Quality Evaluation skill, which assesses interactions to uphold quality standards. Together, these skills create a unified framework for quality, compliance, and policy adherence.
To explore Governance in action and start defining your own policies, learn more here. We look forward to your feedback as we continue to evolve this feature toward General Availability.
The post Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Modern customer experiences don’t live in a single system or interaction type. Whether agents resolve complex cases in Dynamics Customer Service or manage live conversations in Dynamics Contact Center, the quality of an interaction often depends on how the work is performed and not just what was said.
Across both workloads, customers have consistently asked for the same missing capability: secure, structured visibility into the agent’s on‑screen workflow during customer interactions. Voice, chat, and transcripts capture part of the story, but they don’t always reveal how agents navigate systems, apply processes, or respond in real time.
Today, Screen Recording in Dynamics 365 Customer Service and Dynamics 365 Contact Center addresses that gap by providing organizations with trusted, role‑based access to screen context that supports coaching, quality evaluation, and compliance.
Customer interactions are rarely linear. Agents often work across multiple systems, reference internal knowledge, update records, and follow prescribed processes, all while engaging with the customer.
Although Customer Service and Contact Center support different interaction models, customers using both workloads face remarkably similar challenges:
Without screen context, organizations must infer intent and execution. With it, teams can:
Screen recording complements existing call and chat records, enabling a more complete understanding of each interaction, regardless of the channel.
We’ve built Screen Recording in Dynamics 365 as a unified capability that serves both Customer Service and Contact Center, while adapting naturally to different ways agents work.
Manual screen recording when service reps are working on cases, for example:
To balance visibility with usability, recording is scoped intentionally, and configuration and operational details are managed by administrators.
For step‑by‑step setup and configuration guidance, detailed documentation is available on Microsoft Learn.
Because screen recordings may contain sensitive information, security and governance were foundational to the design.
Access is controlled through role‑based permissions, ensuring only authorized users can record, review, or download recordings. Recordings are stored securely, with controls that align to enterprise and regulatory expectations.
This approach allows organizations to unlock operational insight without compromising trust between agents, supervisors, and compliance teams.
To explore how to configure and administer screen recording in your environment, visit the documentation on Microsoft Learn:
https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/configure-screen-recording
We’re excited for you to try this capability and to hear how screen recording is helping you improve quality, coaching, and operational visibility across your service experiences.
The post Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365 appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Every organization—regardless of size—incurs employee expenses for travel, meals, office supplies, mileage, per diem, and more. When these expenses are managed without a structured, automated process, companies may face higher administrative overhead and compliance challenges, compliance risks, while employees can experience delayed reimbursements, limited transparency, and additional friction.
To address this challenge, we’re excited to introduce Expense Agent, a brand‑new AI‑powered experience coming to Dynamics 365 Business Central.
Expense Agent in Dynamics 365 Business Central is an AI-powered agent designed to simplify how employees capture, submit, and manage expenses, while ensuring organizations maintain control, compliance, and auditability.
Our north‑star vision is simple: make expense management feel effortless for employees.
Expense Agent helps by automatically collecting, categorizing, and preparing expenses and expense reports, so employees typically only need to review and confirm the results. In many scenarios, the agent significantly reduces manual effort by preparing expenses in advance for user review. Paper receipts may still need to be scanned, but digital receipts, mileage, and allowances can be captured automatically.
Importantly, autonomy is configurable. Organizations decide how much they trust the agent and can tune its level of independence to match internal policies and comfort levels.
Expense Agent follows a different design philosophy than existing Business Central agents.
Existing Business Central agents are optimized for users working inside ERP. Expense Agent, however, is built for people who are not ERP users at all—field workers, drivers, technicians, travelers, or occasional office staff. These users shouldn’t need to understand financial systems to submit expenses correctly.
As a result, Expense Agent meets users where they already work:
Business Central licenses are not required for expense submission if working outside of Business Central. Instead, usage is metered through Copilot Credits, providing flexibility and cost alignment based on actual usage.
Expense Agent is not just an agent layered on top of existing functionality. In fact, we didn’t previously have native expense management in Business Central.
This solution was designed with AI as a core component ground up, using:
The result is an experience where AI is not an add‑on—but the foundation.
How it works
When a user uploads or shares a receipt, Expense Agent automatically:
Once reviewed, expenses are automatically added to an existing expense report—or a new one is automatically created when appropriate. Users simply submit the report for approval.
Expense Agent also supports:
Behind the scenes, the agent continuously validates expenses against regulatory and internal policy requirements—helping organizations support compliance requirements while minimizing additional complexity for users.
Expense Agent is currently available in private preview, where we’re collecting early feedback.
We’ll showcase Expense Agent publicly for the first time at Directions NA, followed by Directions Asia and DynamicsMinds.
Public preview is not a single milestone—it’s an ongoing journey. We have a strong backlog of enhancements already in progress, with new capabilities planned to roll out regularly throughout the year as we expand language coverage, regional availability, and end‑to‑end scenarios.
Our goal is to be a full end-to‑end expense agent supporting employees, approvers, and finance teams across the entire lifecycle, from capture to posting, with minimal manual effort.
The post Introducing Expense Agent in Dynamics 365 Business Central appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle.
For years, customer experience (CX) leaders have navigated hard tradeoffs between better service and lower costs or faster resolution and deeper personalization, all while customer expectations continue to rise and teams are asked to do more with aging systems and flat headcount. Scaling growth meant scaling people. But that model has its limits.
What’s changed is agentic CX. AI can now move beyond simply assisting work to helping automate routine, predictable tasks throughout the customer journey. That shift frees teams to focus on the moments that require uniquely human skills including judgment, empathy, and creativity. And it has the opportunity to completely transform customer experience into a critical growth engine for organizations that adopt it now.
Today, we’re introducing real-time voice agents in Microsoft Copilot Studio and new agents in Dynamics 365 Contact Center, Dynamics 365 Sales, and Dynamics 365 Customer Insights.
Get started with real-time voice agents built with Copilot Studio
Voice becomes even more critical in the era of AI to build trust and resolve complex high-stakes issues. According to research from Metrigy, “82% of all interactions use voice, either initially or as an escalation.“
We’re excited to announce the general availability of real-time voice agents in Copilot Studio, supporting the next generation of real-time voice models, extending traditional Interactive Voice Response (IVR) by using natural and flexible conversations with generative AI. Now, customers can simply talk like they normally would—without having to follow rigid pre-defined prompts. As customers move seamlessly between self-service and human support, the system carries context forward, so customers don’t need to repeat themselves.
Copilot Studio is Microsoft’s enterprise agent building platform allowing IT to build, manage, and deploy sophisticated custom agents. In addition to allowing customers to build custom agents, we’re bringing real-time voice capabilities to pre-built agents in Dynamics 365 Contact Center—available starting today.
Customers want a single, continuous conversation with the brands they love. Instead, they often experience fragmentation because AI in contact centers is often deployed as disconnected tools—self-service, agent assist, quality, and operations—leading to lost context and broken experiences.
Dynamics 365 Contact Center addresses this by treating the customer journey as a single, connected experience rather than a series of isolated moments. With the Customer Assist Agent, Quality Assurance Agent, and Service Operations Agent, AI spans the full contact center lifecycle, from self‑service and agent assistance to quality management and operational governance.
This isn’t about replacing our customer teams—it’s about allowing them to do what they do best: being there for customers when they really need them. By taking the drudgery out of back office work, agentic AI can recommend the next best action and do the heavy lifting behind the scenes, giving our teams more time to support customers and driving better outcomes for both customers and employees.
—Laura Mason, CEO, Legal & General Retail
Customer Assist Agent (generally available) manages high‑volume requests across voice and digital channels, carrying context through to resolution, including support for the real‑time voice agents discussed above and proactive communication. Real‑time voice agents, built and configured in Copilot Studio, support natural speech, interruptions, and multi‑language switching to help resolve common issues efficiently and in the way that customers prefer to communicate.
Quality Assurance Agent (generally available) continuously evaluates both AI and human interactions, tracking quality, sentiment, compliance, and resolution effectiveness in real-time, so supervisors can intervene earlier and coach their teams more effectively. Service Operations Agent (public preview) enables leaders to set up, configure, and optimize contact center operations through a guided, conversational experience without requiring deep technical expertise.
Together, these agents span the entire customer lifecycle, from self-service to operations, continuously learning from every interaction to deliver smarter, higher-quality customer experiences.
Sales teams don’t lose deals because they lack data. They lose momentum managing it. Today, we’re introducing five new agentic features in Dynamics 365 Sales that automate routine work, keep data current, and proactively drive next best actions, keeping deals moving forward with greater speed and confidence.
Smarter signals give sales leaders a clearer, real-time view of the business so they can act sooner and drive opportunities forward. In complex deals, momentum often breaks when customer communications are scattered across emails, meetings, and documents, but Sales Opportunity Agent (generally available) acts as an AI deal brain synthesizing insights across Dynamics 365 and Microsoft 365 to surface risk early, flag shifts in engagement, and guide sellers to the next best actions without manual analysis or context switching.
Alongside it, new Operations Research (generally available for Premium customers) in Sales Research Agent (generally available) brings together pipeline, operational, and financial signals, so leaders walk into forecast calls with clarity on revenue health, risk, and confidence.
Two new agentic features that we’re announcing today are designed to increase seller productivity, help keep customer relationship management (CRM) data accurate, and move deals forward. Data Enrichment (generally available for Premium customers) and Recommended Actions (public preview for Premium customers) connect signal directly to action automatically keeping CRM fields like budget, contacts, and close dates up-to-date while surfacing the most impactful next step across leads, opportunities, and accounts right where sellers already work.
With Voice to CRM notes for Outlook and Microsoft 365 mobile applications (public preview), sellers can simply speak to capture updates, such as logging notes, updating opportunities, and surfacing what matters next—reducing manual effort while improving data quality and deal velocity wherever work happens.
AI‑driven data enrichment will improve the quality, consistency, and completeness of customer data in Dynamics, reducing administration for every person on the sales teams while improving our ability to action, analyze, and improve customer outcomes.
—Nick Segger, Head of Sales and Agency Transformation, NFU Mutual
Conversational Journeys (generally available) in Dynamics 365 Customer Insights and Dynamics 365 Contact Center lets marketers, service reps, and sellers design multi-channel journeys that include AI-powered two-way conversations. Conversational Journeys is already available for phone interactions, and we are expanding this capability to SMS.
Now, the same continuity currently available in voice is extended to text for even more convenience to customers. Users can create AI agents that understand intent, adapt in real-time, and complete tasks end-to-end, stepping in with a human only when it truly matters. The result is simpler service resolution and more growth potential, with marketing teams able to drive action directly within a text whether it’s a reminder, a reorder, or a loyalty moment.
Ready to get started with these new agents? Connect with your Microsoft sales representative to explore upgrading to Premium or contact sales to learn more. For additional details, check out the Copilot Studio blog on real-time voice agents and our technical Dynamics 365 Contact Center blog, which dives deeper into the three new agents.
Note: Some of the capabilities described are in preview and subject to change. Customer examples are provided for illustrative purposes only. Results may vary. AI-generated insights should be reviewed by qualified personnel before action is taken.
The post Turning customer experience into a growth engine appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
This article is contributed. See the original author and article here.
For years, contact centers have shouldered some of the most persistent challenges in customer experience. They’re expected to help differentiate brands, improve customer retention, surface new revenue opportunities, and reduce frontline burnout — all while managing rising interaction volumes and escalating costs. Artificial intelligence has been positioned as the answer, and investment has accelerated accordingly. Yet despite rapid progress in AI capabilities, many contact centers still struggle to translate that innovation into durable, enterprise-scale impact.
The problem isn’t that AI doesn’t work. It’s that it has been applied in pieces. One solution for self-service. Another for agent assist. Separate tools for quality management, analytics, and administration. Each may deliver value in isolation, but together they create fragmentation. This creates disconnected experiences for customers, service representatives, supervisors, and administrators, and AI programs that stall at pilots rather than scaling across the business.
Microsoft is addressing this challenge by rethinking how AI shows up across the entire contact center lifecycle. Instead of delivering disconnected features, Microsoft Dynamics 365 Contact Center introduces a coordinated agent model. Purpose-built AI agents are designed to work together from day one, each aligned to outcomes across engagement, quality, and operations. This approach directly contrasts with traditional CCaaS platforms. Typically, AI is embedded as isolated capabilities operating only within the boundaries of the contact center application, limiting reuse, shared context, and enterprise scale.
Built on a shared intelligence, data, analytics, and orchestration layer, these three contact center agents are designed to continuously learn from every interaction, whether resolved autonomously or with human support. Together, these agents help form the foundation of a truly modern contact center. Because they are built on Copilot Studio rather than a CCaaS-specific AI stack, Dynamics 365 Contact Center agents are not confined to a single vendor ecosystem. They can participate in broader business workflows with consistent governance, security, and learning across the enterprise.
The Customer Assist Agent is the primary AI agent responsible for customer self-service across voice and digital channels in Dynamics 365 Contact Center.
The newest capability in Customer Assist Agent is support for real-time voice AI. Real-time AI can listen, reason, and respond naturally with ultra-low latency. It handles interruptions, maintains context across turns, and adapts based on customer intent.
Traditional IVR can become brittle as interactions grow complex, while standalone AI voice solutions often lack enterprise control. Customer Assist Agent in Dynamics 365 Contact Center combines both. It uses deterministic logic for precise, auditable moments like payments and compliance, and generative, real-time reasoning for dynamic, multi-intent conversations. Built in Copilot Studio, real-time AI supports natural speech, interruptions, multi-language switching, and DTMF fallback. Connected to enterprise systems, voice becomes a resolution engine. Accuracy can improve over time as business users tune behavior directly in Copilot Studio using real interaction data.
When inquiries fall outside the bounds of automation or involve high-value or sensitive scenarios, the Customer Assist Agent escalates to a human Customer Service Representative (CSR). Importantly, this is not a handoff requiring customers to start over. The full conversation context, including intent, history, and progress, transfers intact so humans can pick up where it left off.
The Customer Assist Agent goes beyond inbound support by enabling proactive engagement—reaching out to customers on their preferred channels. AI agents use context, intent signals, and orchestration to initiate conversations for reminders, delivery updates, payment notifications, or issue resolution. Engagements range from simple notifications to dynamic, multi-step conversations that adapt based on customer responses across voice and digital channels.
Customer Assist Agent is Generally Available.
As AI becomes deeply embedded in customer interactions, quality management can no longer rely on sampling a small percentage of conversations after the fact. The Quality Assurance Agent supports supervisors in an AI and human collaborative model at scale, evaluating interactions in real time and post-conversation.
The Quality Assurance Agent is purpose-built to evaluate customer interactions with the Customer Assist Agent or customer service representatives at scale, in real time and post conversation. It measures conversation quality indicators such as empathy, tone, and business-defined custom quality criteria. Rather than producing static reports, it monitors for anomalies, emerging issues, and quality drops, surfacing alerts or recommended mitigation steps as needed. This is designed to help supervisors intervene earlier, address problems before they escalate, and maintain consistent service quality across both AI-led and human-led interactions.
Working in an autonomous loop with the Customer Assist Agent, the Quality Assurance Agent helps organizations identify opportunities to improve their self-service workflows and the overall quality of conversations.
Quality Assurance Agent is Generally Available.
The Service Operations Agent is an AI assistant designed for contact center administrators and IT teams, focused on improving setup time, configuration, and governance. With more automation, operational complexity often increases. This means more environments to manage, more rules to govern, and more integrations to maintain. The Service Operations Agent can help administrators address this challenge.
Service Operations Agent helps provision and configure contact center environments rapidly, including trials and new deployments. It can potentially automate everything from initial environment setup to workflows and channels. This reduces manual effort and configuration errors, with the potential to significantly shorten time-to-value for new implementations.
The Service Operations Agent also introduces conversation orchestration. This continuously monitors and adapts customer conversations in real time using natural-language playbooks. It also helps improve queue management with capabilities such as dynamic prioritization of waiting conversations and intelligent overflow based on customer service representative availability.
Service Operations Agent is in Public Preview, available in US only.
“As one of the leading electronics retailers in Greece and Cyprus, we operate at scale across retail and after-sales service. Dynamics 365 helps us deliver a more proactive, conversational, and context-aware experience. With Customer Journeys and proactive engagement in D365 Customer Insights and autonomous conversation orchestration in Service Operations Agent for D365 Contact Center, we can anticipate customer needs, route customers intelligently, and carry interactions across SMS and voice, reducing friction and operational costs. At Kotsovolos, we continuously optimize our customer support to enable better living for everyone, everywhere.”
– Ioannis Papidis, CTO, Kotsovolos
Together, the Customer Assist Agent, Quality Assurance Agent, and Service Operations Agent can form the foundation of an autonomous, AI-powered contact center. Copilot ties them together, providing a single control plane where human leaders can oversee AI actions, guide learning, and maintain accountability. Each agent is priced using Copilot credits, providing flexible, consumption-based economics.
Each agent is priced using Copilot credits, providing flexible, consumption-based economics. Credits are consumed based on AI activity such as conversations handled, real-time assistance provided, summaries generated, and quality evaluations performed, rather than per-seat licensing. This allows organizations to start small, scale usage as adoption grows, and align spend directly to value delivered, while continuing to use the same agents across voice and digital channels. This outcome-based agent architecture is intended to replace disjointed tools and manual processes. It creates a coordinated system spanning engagement, quality, and operations.
The result is a blended workforce where humans and AI operate in concert, each focused on what they do best. AI handles scale, speed, and continuous optimization, while people deliver empathy, judgment, and trust. With Dynamics 365 Contact Center, Microsoft is defining a new model for customer engagement, one where AI is not an add-on but the connective tissue designed to enable faster resolution, smarter operations, and more meaningful customer relationships.
Learn more about Dynamics 365 Contact Center
The post Meet Your Agentic Contact Center appeared first on Microsoft Dynamics 365 Blog.
Brought to you by Dr. Ware, Microsoft Office 365 Silver Partner, Charleston SC.
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