Earlier this month, Microsoft unveiled upcoming changes for its Dynamics 365 services. These included an improved HoloLens 2 experience for Layout, among other updates. Now, the tech giant has announced that its Virtual Agent for Customer Service will be able to harness the power of Microsoft Flow to provide more personalized experiences for customers.
Essentially, the bot will now perform tasks on customers' behalf, instead of just notifying them of any action that needs to be undertaken. This will also require much less work from a developer's end, as opposed to more code reliance in the past. For example, a printer malfunction would immediately lead to Microsoft Flow connectors informing Virtual Agent of device specifications and details regarding the specific problem. This will make the process of achieving a solution much more efficient for the agent.
Moreover, the service can now be utilized to retrieve data regarding tax documents from Dynamics 365 systems. In a case like this, Virtual Agent would then transfer this information, such as which documents are incomplete, to customers for immediate action. Microsoft also noted that Virtual Agent will soon be able to connect customers to a human agent when appropriate, as part of an upcoming update.
Lastly, Flow connectors now assist the Dynamics 365 agent in delivery tracking for packages. As part of this feature, Virtual Agent will be able to communicate with the relevant company's order management systems, enabling customers to change their orders with help every step of the way. You can learn more about the service and other capabilities it offers here.
