Summary
Every day, AI plays a bigger role in business. AI helps organizations operate more efficiently. It provides tools such as sentiment analysis and language detection to help companies better understand customer intent and make more informed decisions based on customer satisfaction with your organization. Smart assist, which is part of the Dynamics 365 Productivity Tools package, helps organizations use AI to help agents perform better, become more efficient, and deliver better customer experiences. Through contextual recommendations that are based on real-time conversations, agents are provided with content suggestions that offer them a greater chance of resolving customer issues. Organization-specific recommendations can be displayed to agents in real time. Action-oriented recommendations are provided to agents that help send responses or run automated actions. When organizations incorporate this information directly into the Dynamics 365 Omnichannel for Customer Service experience, they can help agents achieve improved average handling time and first call resolution.
This module explained smart assist and described the process to deploy and configure it in an Omnichannel for Customer Service environment, including:
Reviewing what is included in the Dynamics 365 Productivity Tools package and providing an overview of smart assist.
Explaining what Microsoft Adaptive Cards are, how to use them in different scenarios, and where they fit in with smart assist.
Providing a high-level look at the card writing process.
Examining the process and technologies that are needed to create a smart assist bot and providing links to resources to help with the bot creation process.
Reviewing the steps to configure smart assist to be used as part of the agent experience, including:
How to create bot users
How to enable the bot in different workstreams
How to enable the Productivity pane to display smart assist recommendations
Your next steps are to gain a deeper understanding of the other tools that are included with the Dynamics 365 Productivity Tools package. These other tools could be used with smart assist to provide agents with a more dynamic experience such as using agent scripts and enhancing automation with macros.