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
Get a combined overview of human and virtual agents Public Preview August 2019
Agent overview, escalated cases, and SLA compliance dashboards General Availability June 2019
Improve virtual agents via automation suggestions Public Preview August 2019
Bring your data from data sources such as Salesforce, Zendesk, ServiceNow or others General Availability August 2019
Get insights within the Dynamics 365 for Customer Service application General Availability August 2019
Personalize the Customer Service Insights experience General Availability August 2019
Share insights and workspaces with co-workers General Availability June 2019
Generate insights from support data stored in custom entities and fields General Availability April 2019
Export data to Azure Data Lake v2 for further analysis General Availability September 2019
Set up organizational workspaces General Availability August 2019