Overview
Microsoft Dynamics 365 Customer Service Insights leverages artificial intelligence insights to make better decisions and proactively increase customer satisfaction. In other words, it turns insights into action by analysing operational data and leveraging emerging trends.
Harnessing the insights of artificial intelligence means turning the business benefits it offers into real ones. For example, using comprehensive analytics to take informed action to improve the customer service experience. Or using AI capabilities to measure actions across all channels, identify growth areas and improve business productivity.
Advantages
- Easily connects and unifies customer data. Takes transactional and behavioural data from a variety of sources through pre-built connectors.
- Transform customer data and build a unified customer profile.
- With Microsoft Graph you can incorporate an intelligent audience and build richer customer profiles.
- Drive data gravity around the customer entity for AI/ Insights/ KPIs over a single view of the customer.
- Accelerate the process through quick-start AI/ML templates or customised ML algorithms using Azure ML.
- It gives marketing, sales and service departments the tools to drive loyalty across channels.
- Enable and expand the business experience by leveraging APIs.
- It also powers the Power Platform: ability to gain deep customer insights with Power BI, custom apps built with PowerApps and workflows based on customer actions with Microsoft Flow.
Implementation
The installation of the tool is a simple and quick process. It should be noted that Dynamics 365 Customer Service Insights is included in the Customer Engagement Plan. On the other hand, it should be noted that it is a service in Azure so an Azure subscription is required to set it up.
Once the installation process is complete, Dynamics Customer Service Insights enables quick connection to Dynamics 365 customer service data for initial analysis.
Developments
Several new features have been announced in the April 2019 update:
- Elimination of data silos and deeper unification of customer data.
- Enrichment of the unified profiles by aggregating 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 for unified, relevant and contextual customer insights.
- Search experience used to find customer profiles based on demographics, business metrics, customer interactions or audience insights aggregated from Microsoft Graph.
Integration
It integrates with Dynamics 365 Virtual Agent for Customer Service, a new tool that allows you to create and improve bots powered by artificial intelligence. Together, the two tools enable an insight to action cycle to constantly improve the customer experience. One provides insights based on collected data and the other automates customer service. This feedback loop enables customer service to identify problems, set priorities and goals, take necessary actions and analyse the results. Thus, based on the data, an exceptional customer experience can be delivered.
Prices
Customer Service Insights
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Up to 10,000 cases per licence.
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Additional capacity can be purchased.
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