What’s new and planned for AI for Customer Service

This topic lists features that are planned to release between April and September 2019. Previews for some features will start in February 2019.

When a month is used in the Date column, the feature will be delivered sometime within that month. The delivery date can be any day within that month, not just on the first day of the month.

For a list of the countries or regions where Dynamics 365 business applications are available, see the International availability guide.

Dynamics 365 Virtual Agent for Customer Service

Feature Release type Date
Easily discover high-volume or emerging support topics that can be automated with virtual agents Public Preview May 2019
Automate support topics with a virtual agent using an intuitive, no-code, graphical user experience Public Preview May 2019
Get started with pre-built templates for common support topics in your industry Public Preview May 2019
Analyze and improve virtual agent performance through actionable dashboards Public Preview May 2019
Enable actions or access data from back-end systems using Microsoft Flow Public Preview May 2019

Dynamics 365 Customer Service Insights

Feature Release type Date
Artificial intelligence (AI) continuously improves topic clustering based on human feedback General Availability April 2019
Generate insights from support data stored in custom entities and fields General Availability April 2019
Share insights and workspaces with coworkers General Availability June 2019
Rename topics to improve topic generation General Availability June 2019
Bring your data from data sources such as Salesforce, Zendesk, ServiceNow or others General Availability August 2019
Support for additional languages in topic generation Public Preview August 2019
Guided first-run experience within the product General Availability August 2019
Support for more than 40 languages in the user interface including the Power BI Embedded reports General Availability August 2019
Improve virtual agents via automation suggestions Public Preview October 2019