Provide AI-suggested contacts for Teams-based collaboration

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 Apr 2022 - Jun 2022

Business value

When agents need help in finding a solution for customer issues, one common approach is for them to reach out to others who've resolved similar cases. However, if the agent isn't acquainted with those contacts, finding them can be challenging and time-consuming. Using AI, when agents start a Teams chat on an active case or a service conversation, they're proactively provided with suggestions of other agents who've resolved similar cases.

Feature details

In October 2021, we released the capability to suggest contacts when agents work on an active case. In 2022 release wave 1, this capability will be available when agents have conversations with customers through multiple channels, such as live chat, messenger, and voice.

Some of the key capabilities of this feature are:

  • Suggestions of contacts who've resolved similar cases based on the context of an active case or a service conversation and multiple factors, including how recent similar cases are resolved, time to resolution, and so on.
  • Direct links for agents to view similar cases resolved by the suggested contacts. (Certain permissions are required for agents to view similar cases.)
  • Detailed explanation of the key factors behind why a contact is suggested.