[MUSIC].
>> Hello everyone. Thank
you for joining us.
Today, we are going to take a look at
Dynamics 365 for Customer Service.
We're actually going to do
this by start to taking
a look at our goals that we
have with this application,
and it really is to earn
customers for life.
We're going to do this
with a few key points.
We're going to engage
with customers on
any channel or device
of their choosing,
we're going to deliver fast
and personalized service.
We will learn from
every interaction that we have,
and with the uptaken AI,
we've invested heavily in AI driven
insights to improve support.
Lastly, we're going to allow
organizations to continue
to innovate with
a modern and adaptable platform.
So, let's jump into
our key investment areas
for this April 2019 release,
and it starts with
intelligence support.
As part of the core
customer service updates,
we're making investments across
usability, extensibility,
and fundamentals.
Some of these key
enhancements include
usability improvements
to the case form,
the timeline control, and SLA timer,
providing more choice by supporting
Microsoft Edge and Chrome in
the unified service desk,
and making the case resolution
dialogue extensible.
Knowledge enhancements
include the ability to
create and leverage
knowledge-based templates,
and analytics to empower
organizations to keep
their knowledge base up to date.
Our next investment area is
the Omni-channel Engagement Hub.
For Dynamics 365, this is
a Cloud-based service that
extends the power of Dynamics
365 for Customer Service,
to enable organizations
to instantly connect and
engage with their customers via
channels like chat and SMS.
The Omni-channel Engagement Hub
also provides a modern,
customizable high
productivity app that
allows agents to engage with
customers across different channels.
This offers contextual
customer identification,
real time notification,
integrated communication,
and agent productivity tools like
knowledge-based integration,
search, and case creation to
ensure agents are effective.
Supervisors will also
get real time and
historical visibility
and insights into
the operational efficiency of
agents and the utilization
across various channels.
The enterprise grade routing and
work distribution engine allows
customers to configure
agents present,
availability, and routing rules,
thus ensuring agents are working
on the most relevant engagement.
The April 19 release
includes integration of
the Omni-channel Engagement Hub with
Dynamics 365 Virtual Argent
for Customer Service,
which is going into public preview.
The key capabilities of this are
the integration with
the Omni-Channel Engagement Hub that
it allow for the routing of
an incoming chat request
to a virtual agent.
This can also escalate conversations
from that Virtual agent
to a human agent,
providing the full transcript of
the virtual agent conversation for
the human agents to
taking over the case.
Lastly, our third investment area
is actionable insights.
Dynamics 365 Customer
Service Insights gives you
an actionable view into
critical performance metrics,
operational data,
and emerging trends for
your customer service organization.
Built-in dashboards,
interactive charts,
and visual filters provide
insights to support
operations across channels,
automatically highlighting
areas for improvement
with the greatest impact on
customer satisfaction levels.
Customer Service Insights
uses AI technology to
detect emerging support
topics as they arise,
allowing you to proactively
deliver better customer
service experiences.
The AI driven technology enables
targeted actions to
improve resolution rates,
reduce wait times, and decrease
customer service costs.
Starting with the April 2019 release,
Customer Service Insights
is now generally available.
So, let's take a look at Dynamics
365 Customer Service Insights,
which is becoming generally
available with this release,
and it really is always about
continuously improving with AI.
Some of the really key features
that we're looking at here are
how users can improve
the results of topic clustering,
by managing the generated topics.
AI models will learn from
the feedback to improve
topic clustering,
and personalize
topic generation over time.
A variety of new capabilities are
available to help improve
topic clustering.
Generated topics are
kept stable over time
to ensure that users
correlate them overtime.
Users can rename topics to suit
their business requirements.
Users can provide quick feedback
on cases with a topic to
indicate which case should
be or shouldn't be
included in the topic,
getting a 360-degree view of
your customer service organization.
Being able to improve the entire
customer service experience with
a 360-degree view of both human and
virtual agents activity.
Dashboards provide
an aggregated single view
of the support teams
overall performance,
giving you a full picture of how to
support the team and how they're
performing without going back
and forth between different services.
You can view the overall metrics for
the whole support team including
the human and the virtual agents
for things like case volume,
resolution rates, handling time,
escalation rates, and
customer service satisfaction.
An overview of how virtual agents
impact the overall
metrics is provided,
and what can be improved
in the human and
the virtual agent from
an overall support and team
performance aspect.
In addition to combined views,
you can drill down into
the virtual agent metrics to get
deeper insights into the performance
of those virtual agents.
Some of those include the topic
triggering performance of
a virtual agents and
the new trigger phases suggestions
to improve that trigger rate,
and the solution delivery
performance for each topic,
as well as the human agent
escalation path and escalation rate.
In addition to
the existing dashboards
available since public preview,
users can get contextual insights
into agent performance,
escalated cases, and
service level agreements.
So, looking at those,
the agent overview dashboard
gives visibility
into agent performance such
as average resolution time,
customer satisfaction, SLA
compliance and response times.
The escalated case dashboard
provides AI driven insights into
the common trends and patterns among
customers at case escalations.
The SLA compliance dashboard
helps users understand how well
their customer service team is
meeting those SLA obligations.
So, moving on to
seamless integration.
We'll actually now offer
the ability to use
Dynamics 365 Customer Service
Insights with data from Salesforce,
Zendesk, ServiceNow, or
even other data sources.
You can currently map the data to
the common data model and
import it with a Common
Data Service for apps.
With the April 19
and future releases,
Dynamics 365 Customer
Service Insights
understands the source schema
for Salesforce, Zendesk,
and ServiceNow data and converts
it into the common data model,
automatically without manual input.
The newly supported data sources
can be imported into
any new or existing workspace
and refreshed daily.
Sales force support is
available starting August 2019.
Zendesk and ServiceNow support
is starting September 2019,
and users can continue to
use the Common Data Service
for apps to get insights
on other data sources.
So, moving forward, let's
actually look at how we can
share these insights
across the organization,
by inviting others to
access your Workspaces.
Invited users will have the ability
to view all the data within
the workspace or limit that
access based on rules.
You can actually control
the invited user's permissions,
contribute, or reader
for access privileges.
Users that are allowed to contribute,
can manage topics in that work space.
Another new capability
is being able to
easily import and export stored data.
In addition to what Dynamics
365 Customer Service Insights
provides out of the box,
you may require further analysis
or correlating with other data.
With the April 19 release,
you can export data from
Dynamics 365 Customer
Service Insights
to your own Azure
Data Lake V2 Storage.
The exported data is based on
the common data model which
provides a consistent schema
and contains both AI generated
topics and business
intelligence aggregated data.
Another feature is setting up
organizational workspaces.
Use the admin experience to create
organizational workspaces and grant
specific privileges to users.
Organizational workspaces provide
a holistic and consistent
view to all users,
and they reduce the load on
Dynamics 365 Instance by
consolidating data pulls.
Tenant admins can get
a central view to
review and manage all workspaces
in the organization.
In addition, with support
for more geographies,
customer data now remains in
the region of their choice.
With all of that being said,
we hope you are as
excited as we are about
the upcoming April 2019 release
of Customer Service Insights.
I invite you to check out
the helpful resources for
each app in the provided link.
Thank you very much for your time.
[MUSIC].
