Analyze and improve virtual agent performance through intuitive and actionable dashboards


These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review What’s new and planned for AI for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

Virtual Agent for Customer Service integrates with Dynamics 365 Customer Service Insights, which provides detailed dashboards, allowing customer service managers to have a clear view of how their virtual agent is addressing customer service issues, resolution rates, abandonment, and successful hand-off to human agents.

Customer Service Insights also provides analytics and recommendations on how to continuously improve the virtual agent.

Analytics page