Customer Support Swarming
In customer service, one of the most important metrics is the time from registration to ticket closure. In this context, closure means solving the customer’s problem. Dynamics 365 Customer Service offers many features aimed at improving this metric.
For an agent to work effectively, they should have immediate access to the full content of the ticket, the history of conversations with the customer across all channels, as well as AI-suggested solutions to the problem.
Example of Expert Support Automation in Dynamics 365
At the same time, the agent can observe the conversation without leaving the case context. As you can see, the application itself selected an expert based on the appropriate attributes. This was possible thanks to the previous configuration, in which the administrator created a list of attributes (competencies) and assigned them to the appropriate experts, specifying the proficiency level for each competency.
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