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Autumn Arbury: We are excited to announce new features in
Omnichannel for Customer Service that expand customers’
choice of communication channels, enable extensibility
and customization, and enhance agent productivity and the
ability to provide a more personalized experience to
customers.
Virtual agents can now be seamlessly enabled in Omnichannel
for Customer Service with a few clicks from the virtual agent
app to the omnichannel administration app.
In virtual agent, you can select the virtual agent you’d like
to enable. Choose the omnichannel environment you’d like
the agent to support. Enable teams to support chat. Enable
the virtual agent to transfer to a live agent in omnichannel
and assign the virtual agent to a queue in omnichannel
administration.
You can also add any bot built on the Microsoft Bot
Framework.
In addition to chat, customers can now engage support
using SMS. When the SMS notification comes in, the agent
can accept and a new session starts for that conversation.
Customers can also choose to start conversations through
Facebook Messenger.
Proactive chat can also be configured based on specific
browsing behaviors to offer customers the opportunity to chat
with a bot or live agent if their web browsing pattern looks
like they may need assistance.
Omnichannel for customer service is a multi-session, multi-
app experience for agents. It can easily be extended to
add telephony using the provider’s APIs and the Channel
Integration Framework v2.
Customers can now integrate the phone experience into the
Omnichannel for Customer Service app to manage cases and
take calls, chats, or other channel requests in a single user
experience.
In the omnichannel administration app, additional channel
providers can be easily added and configured, as well as
templates for notifications, applications, and the session
user experience. V2 of the Channel Integration Framework
also provides analytics for a holistic view of KPIs and insights
across added channels.
We’re excited to announce unified entity routing and auto
assignment. With unified entity routing, custom entities,
such as vertical industries, social content, marketing
campaign activities, and sales leads can now be easily added
and routed to queues in the omnichannel administration app.
For customers who route based on agent skills, skills-
based routing can be used to create custom skillsets for
agents, such as language, product expertise, tiers, or
other skill classifications, and route customer requests
to the appropriately skilled agents.
With new productivity tools, agents can provide faster
and more meaningful help to customers. This release
enhances the agent experience with a summary of the
customer’s journey, agent scripts, macros, and bot assisted
agent guidance.
To further agent’s ability to personalize conversations with
customers, agents can see the customer’s browsing history
prior to initiating a conversation in the conversation
summary control. The browsing history can be configured
to show agents what articles and web pages the customer
has already seen on the self-service portal to enable better
personalization of the additional resources the agent may
share back with the customer to resolve their issue.
Agent scripts ensure customers receive consistent support
experiences across all agents and channels and automate
common tasks to speed issue resolution. Scripts can be
simply text based instructions or macros that automate
a set of repetitive tasks with a single click.
Macros are a set of preconfigured actions that an agent
can use to save time. For example, macros can automate
common responses, perform session wrap-up activities, send
emails, and more.
Macros are easy to setup in the low code omnichannel
administration app. Agents can also look to smart assist for
bot driven suggestions of quick replies, knowledge articles,
offers, next best actions, and similar case suggestions.
We’ve improved our AI driven sentiment analysis capabilities
to support over 40 languages. Simply enable multi-language
support in the omnichannel administration app.
We believe these new features in Omnichannel for Customer
Service will help you earn customers for life. We’re proud to
further Microsoft’s mission to empower every person and
every organization on the planet to achieve more through
Dynamics 365 Customer Service.
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