Get started with pre-built templates and models with common support topics for your industry


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).

The steep investment curve associated with building a virtual agent using traditional methods is further amplified by the lack of industry-specific support content and artificial intelligence models.

Dynamics 365 Virtual Agent for Customer Service comes pre-loaded with comprehensive templates that have significant support requirements. These templates empower a customer service manager to build a virtual agent that is pre-trained with key support topics for a specific industry, establishing a base for building conversations that cover industry-specific issues.

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