Customer Service Insights
Overview
Microsoft Dynamics 365 Customer Service Insights take advantage of the perspectives of artificial intelligence for making better decisions and proactively increase customer satisfaction. That is, it turns insights into actions through operational data analysis and leveraging emerging trends.
Leveraging the perspectives of artificial intelligence implies turning the benefits it offers the business into reality. For example, using comprehensive analytics to take informed actions that improve the customer service experience. Or using artificial intelligence capabilities to measure actions across all channels, identify growth areas, and improve company productivity.
Advantages
Implantation
The installation of the tool is a simple and fast process. It should be noted that Dynamics 365 Customer Service Insights is included in the Customer Engagement Plan. On the other hand, it must be taken into account that it is a service in Azure, so an Azure subscription is required to configure it.
Once the installation process is completed, Dynamics Customer Service Insights allows quick connection to Dynamics 365 customer service data to obtain initial analytics.
Evolution
In the April 2019 update, several new features have been announced:
- Elimination of data silos and deeper unification of customer data.
- Enrichment of unified profiles by adding data provided by Microsoft.
- Customer segmentation based on a combination of common attributes and interactions.
- Create and manage business KPIs using indicators.
- Customer Insights provides pre-build experiences for Dynamics 365 to obtain unified, relevant, and contextual customer information.
- Search experience used to find customer profiles based on demographics, business metrics, customer interactions, or aggregated audience insights from Microsoft Graph.
Integration
It integrates with Dynamics 365 Virtual Agent for Customer Service, a new tool that allows you to create and improve AI-powered bots. Both tools together allow a cycle of insight to action to constantly improve the customer experience. One offers insights based on the collected data and the other automates customer service. This feedback loop allows customer service to identify problems, set priorities and goals, take necessary action, and analyze the results. Thus, based on the data, an exceptional experience can be offered to the customer.
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