With the latest July 2025 updates to the Customer Intent Agent, Microsoft is accelerating the journey toward fully autonomous contact centers. These enhancements empower organizations to leverage AI agents that not only understand customer intent but also automate the entire resolution process. This increases the availability of human service reps to focus on high-value interactions. 

The July preview introduces powerful new capabilities for the Customer Intent Agent, building on the foundation of intent mining, dynamic interviews, and knowledge-driven automation. Now, organizations can achieve more accurate intent detection, seamless handoffs, and flexible integration with custom workflows with the same enterprise-grade control and compliance. 

More conversational, capable, and configurable 

The Customer Intent Agent’s conversational abilities have been significantly enhanced. Natural language instructions at the organizational and intent level guide the agent’s behavior, enabling more natural, dynamic, and context-aware interactions. The system now supports instructions written in natural language. This allows for dynamic interviews, conditional logic, and seamless transitions between related intents. 

Key improvements: 

• Dynamic interviews: The agent can persist information from self-service, suggest next questions, and handle intent shifts or interruptions gracefully. 

• Instruction-driven resolution: Playbooks provide step-by-step guidance for resolving intents, leveraging both knowledge articles and connected actions. 

• Intent-level mapping: The agent can map intents to knowledge, actions (via connectors), or custom AI agents. This enables tailored resolution logic and flexible integration with proprietary systems. 

• Improved disambiguation: The agent asks clarifying questions and provides immediate feedback. This ensures customer intent is accurately captured, even across thousands of topics. 

Voice support 

The Customer Intent Agent now supports voice for self-service as well as chat. It uses agentic AI techniques to provide a higher quality of self-service and lower chance of escalation by providing a natural flow of conversation, focusing on narrowing down the customer’s reason for calling and identifying the best solution. 

Key improvements: 

• Natural conversation: The agent speaks in a natural empathetic back-and-forth manner, without robotic prompts.  It’s just a conversation that flows, reducing the chance of the call escalating. 

• No pre-programming: The agent dynamically plans the conversation without pre-programmed flows. It reasons over the customer’s speech, narrowing down the intent and identifying the most appropriate solution. 

• Robust speech recognition: The customer speaks naturally, as they would to a person, and the agent understands. 

• Responsive: Fast, natural responses keep the conversation flowing, which is critical in a voice conversation. 

Smarter intent discovery and management 

A core advancement in this release is the overhaul of intent discovery. The Customer Intent Agent now leverages business context, product hierarchies, and industry profiles to generate more relevant, manageable, and actionable intents. Fewer, higher-quality intents make it easier for admins to approve, merge, and segment them by line of business. The new analytics dashboards and semi-autonomous approval flows help organizations quickly identify and promote the most impactful intents. This streamlines the management process and ensures that intent libraries align with real customer needs.  

Key improvements: 

• Business context-aware mining: Intents are now generated with additional context, reducing noise and improving accuracy. 

• Granular control: Admins can filter, approve, or merge intents in bulk, and segment libraries by line of business. 

• Industry and product integration: Mining can be guided by industry and product family, ensuring that intent libraries reflect the organization’s unique landscape. 

• Sample-driven validation: Admins can now view sample cases and conversations that led to intent generation, increasing confidence in the mining process. 

Autonomous and semi-autonomous learning loops 

The July release introduces full and semi-autonomous learning loops. The Customer Intent Agent can continuously improve by extracting new intents and questions from completed conversations. The improved feedback loop, backed by usage data and dashboards, supports the authoring of high-ROI solutions and the creation of knowledge articles. The Customer Intent Agent closes the loop between customer interactions and organizational learning. 

If your organization wants to reduce manual effort, improve resolution times, and deliver consistent customer experiences, now is the time to explore what this agent can do. Preview the Customer Intent Agent in your Dynamics 365 Customer Service environment today! 

Learn more 

To learn more, read the documentation: Autonomous service agents in Dynamics 365 (preview) | Microsoft Learn

The post Automate intent discovery and resolution with Customer Intent Agent appeared first on Microsoft Dynamics 365 Blog.

We’re excited to announce two enhancements to Dynamics 365 Contact Center, powered by Azure Communication Services (ACS): SMS mobile numbers and SMS short codes. These capabilities significantly expand our global SMS footprint. Moreover, they provide businesses with more flexibility and control over how they engage with customers through real-time, two-way messaging. 

SMS mobile numbers 

With the introduction of SMS mobile numbers, ACS-based SMS in Contact Center is now available in ten additional countries: Australia, Belgium, Denmark, Finland, Ireland, Latvia, Netherlands, Poland, Sweden, and the United Kingdom. 

This expansion enables businesses in these regions to: 

• Enable two-way SMS for real-time, conversational customer support. 

• Engage customers using local mobile numbers, improving trust and deliverability. 

• Leverage ACS’s native integration with Dynamics 365 Contact Center for seamless setup and management. 

Whether it’s resolving a billing question, confirming an order, or assisting with a service issue, mobile numbers allow customer service representatives and bots to engage customers in real time—right from the same unified platform. 

ACS SMS short codes 

We’re also pleased to introduce ACS SMS short codes. These are short, memorable numbers (e.g., 12345) that are ideal for high-throughput, compliant messaging. Short codes are now available in the United States, Canada, and the United Kingdom. 

With this release, organizations can: 

• Use ACS SMS short codes directly within Contact Center, eliminating the need for third-party SMS providers. 

• Simplify provisioning and management by staying entirely within the Microsoft and Azure ecosystem. 

• Ensure compliance and security, as short codes are registered and approved by carriers, reducing the risk of message blocking or spam filtering. 

This capability strengthens the Contact Center SMS offering by enabling businesses to scale their customer engagement strategies with secure, carrier-approved messaging, all within a unified Microsoft environment. 

Getting started 

You can provision both mobile numbers and short codes through Azure Communication Services and integrate them directly into your Contact Center SMS workflows. This streamlines setup and management, allowing your teams to focus on delivering exceptional customer experiences. 

Learn more

To learn more about acquiring and configuring SMS numbers with ACS, read the documentation: 

• Quickstart: Get and manage phone numbers 
• Configure an SMS channel using Azure Communication Services 

The post Expanding SMS capabilities in Dynamics 365 Contact Center  appeared first on Microsoft Dynamics 365 Blog.

With the latest updates to the Case Management Agent (CMA) in Dynamics 365 Customer Service, Microsoft is helping organizations accelerate their evolution into frontier firms. These organizations lead by empowering AI agents to run entire business processes while humans set direction and monitor progress.  

The July 2025 preview updates to CMA introduced powerful capabilities that automate the entire case lifecycle, from creation to closure, with the flexibility to provide enterprise-grade case resolutions.  

The release of CMA in April 2025 laid the foundation for intelligent, agent-led automation. We built the agent to autonomously create and update cases, with AI-powered field population and contextual updates. Then, it could semi-autonomously follow up on cases and close them. 

Now, CMA offers flexibility for both fully autonomous and semi-autonomous workflows. Here’s how full automation manages the entire case lifecycle: 

• Case creation and update: Automatically generates and updates cases from chat, voice and email channels using AI-powered field prediction.

• Case resolution: Drafts context-aware resolution emails and manages follow-up sequences, including SLA-based timing and escalation logic. 

• Case follow-up and closure: Automatically drafts context-aware resolution emails to follow up on cases and closes them once resolution criteria are met, with options for agent review or full automation. 

These capabilities reduce handle time, improve consistency, and free up customer service representatives to focus on complex, high-value interactions.

Autonomous case creation and update

The Case Management Agent can now create and update cases through any channel of engagement including voice, chat, email and social channels. A case gets created when the customer service representative accepts the chat request and automatically updates it at the end of the conversation. Furthermore, it can update related entities (such as contacts) based on ongoing customer interactions, reducing manual effort and improving data accuracy. The July updates also bring improvements to email channel handling. CMA now supports: 

• Automated detection of intent for incoming emails and case updates 

• Automated follow-up emails which outline clarifying questions to get more precise information to help resolve the case 

These features are particularly valuable for industries like finance, manufacturing, and services, where customers often send their queries via emails. 

Autonomous case resolution 

A major advancement in this update is the ability to resolve cases in an autonomous manner. CMA uses intent to determine the best course of action for each case, including drafting resolution emails from knowledge bases and triggering custom agents to resolve customer issues. If CMA can’t resolve a case autonomously, it has the intelligence to proactively escalate to a supervisor or customer service representative.  

Support for custom agents means organizations can now configure CMA to work with their own resolution logic, workflows, and data models without limitations. It allows for: 

• Tailored resolution logic: Organizations can define how to resolve cases based on their unique business rules, processes, escalation paths, and customer segments. 

• Flexible integration: CMA can now trigger custom flows, invoke external services, or interact with proprietary systems to determine the best resolution path. 

• Enhanced control: Admins can fine-tune CMA’s behavior to align with internal compliance requirements, service tiers, and operational goals. 

Enhanced email channel support 

The July updates also bring improvements to email channel handling. CMA now supports: 

• Automated detection of intent for incoming emails and case updates. 

• Automated follow-up emails with clarifying questions to get more precise information to help resolve a case.

These features are particularly valuable for industries like finance, manufacturing, and service, where customers often send their queries via emails. 

Fully autonomous case follow-up and closure

Another impactful addition in this release is the ability for CMA to handle case follow-up and closure in a fully autonomous manner. Once a resolution is proposed – either manually or autonomously – CMA can initiate follow-up messages to confirm customer satisfaction, track SLA intervals, and automatically close the case if no further action is required. This eliminates the need for customer service representatives to monitor post-resolution status manually and ensures that cases are closed in a timely, consistent, and compliant fashion. It also triggers the Customer Knowledge Management Agent if a knowledge asset needs to be created from the case. Administrators can configure the number of follow-ups, timing intervals, and closure conditions, giving organizations full control over the automation logic while reducing operational overhead.

Configuration and control 

Administrators can fine-tune CMA’s behavior using global settings and configuration options. This includes: 

• Setting up field mappings, related entities and business context for AI based case updates. 

• Configuring appropriate knowledge, custom agents and other tools to resolve cases 

• Specifying the email templates, and the number and timing of follow-up and case closure emails 

• Controlling whether CMA is semi- or fully autonomous 

This level of control ensures that any organization can tailor CMA to meet their needs. 

If your organization wants to reduce manual effort, improve resolution times, and deliver consistent customer experiences, now is the time to explore what this agent can do. Preview CMA in your Dynamics 365 Customer Service environment today!

Learn more

To learn more, read the documentation: Autonomous service agents in Dynamics 365 (preview) | Microsoft Learn 

The post Empowering frontier firms with the Case Management Agent appeared first on Microsoft Dynamics 365 Blog.

As AI transforms customer service, sales, and operational workflows, organizations are eager to harness its potential. However, questions about control, security, compliance, and performance linger. That’s why we built Agent hub in Dynamics 365. It’s a one-stop hub that empowers customer service and contact center admins and supervisors to safely adopt AI, monitor its impact, and make informed, responsible decisions. 

In this blog post, we’ll walk you through why it matters, what it offers, and how it works — featuring our key pillars: Learn, Rollout, and Measure. 

Why do we need Agent hub? 

Adopting AI in the enterprise isn’t as simple as flipping a switch. Business leaders and IT teams often ask: 

• Which AI agents are running in our environment? 

• Are they compliant and secure? 

• What business value are they driving? 

• How can we safely test and roll out AI capabilities without disrupting operations? 

Agent hub answers those questions by providing transparency, governance, ROI and actionable insights — all in one place. 

With Agent hub in Dynamics 365, customers gain: 

• Transparency — Gain clear visibility into AI agent behavior, security, and compliance posture through the Learn pillar. 
• Control — Safely adopt AI workflows incrementally by intents and workloads using the Rollout manager. 
• Performance monitoring — Measure AI agent performance and key KPIs via the performance dashboards in the Measure pillar. 
• Governance and trust — Drive responsible AI adoption aligned with business priorities and regulatory requirements. 

Pillar 1: Learn 

Before enabling AI capabilities, admins can access plain-language, guided overviews of AI agents, security protocols, compliance impacts, and adoption workflows. This helps demystify AI and empowers decision-makers with the knowledge to act confidently. 

Key highlights: 

• Insights into AI agents, Copilot features, and Fully Autonomous Contact Center (FACC) flows 

• Security, privacy and compliance insights 

• FAQs on AI in Dynamics 365 

Pillar 2: Rollout 

Adopting AI can be safe and controlled. With Rollout manager, you can selectively activate AI agents and autonomous workflows based on specific intents and business rules, giving you full control over which workloads are handled by AI. 

Key highlights: 

• Define rollout plans  

• Track adoption status and control exposure incrementally 

Pillar 3: Measure 

Once an AI agent is live, you need to measure what matters. Performance dashboards for AI agents highlight KPIs like: 

• Autonomous rate 

• Resolution rate 

• Average handle time 

• Abandon rate 

With seamless drill-down to L2 dashboards and actionable insights for AI agents like Knowledge Management Agent, supervisors can continuously measure and optimize AI impact. 

The Agent hub in Dynamics 365 isn’t just a tool, it’s a framework for safe, transparent, and value-driven AI adoption. Whether you’re starting your AI journey or scaling enterprise-wide automation, it equips you with the insights and controls you need to move forward with confidence. 

Learn more about Agent hub

Ensure your organization stays ahead of customer expectations. Preview Agent hub in Dynamics 365 and share your feedback.

To learn more, read the documentation: Overview of agent hub (preview) | Microsoft Learn 

The post Safe, transparent, measurable AI adoption with Agent hub appeared first on Microsoft Dynamics 365 Blog.