Integration with Dynamics 365 Virtual Agent for Customer Service

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 2019 - Dec 2019

Feature details

This feature enables Dynamics 365 Virtual Agent for Customer Service integration with Chat. Virtual Agent for Customer Service allows organizations to automate routine conversations, letting agents focus on high-value interactions. The key capabilities from integration of virtual agents with Chat include:

  • Routing incoming chat requests to virtual agents created with Dynamics 365 Virtual Agent for Customer Service.
  • Enabling seamless escalation of conversations from virtual agents to a human agent.
  • Providing complete context to human agents by making available the full transcript of virtual agent conversations while human agents engage with customers.

See also

Feature exploration (video)