Microsoft announces intelligent virtual agent to transform customer care industry

Earlier this year, Microsoft announced that they have started using intelligent virtual agent for Microsoft Support customer care in the US. At Ignite conference this week, Microsoft revealed that their virtual agent is now handling over 650,000 sessions per week, also it is increasing both customer and support agent satisfactions. Microsoft is now opening up this technology to other organisations through Dynamics 365 AI solutions. HP Inc. and Macy’s are now trying out this solution for their respective customer care effort through Early Access Program.

“HP is reinventing the support experience by empowering our customers to easily solve a broad range of issues on their own,” said Jon Flaxman, Chief Operating Officer, HP Inc. “Microsoft’s advanced Artificial Intelligence capabilities enables HP Customer Service to deliver and manage these self-service solutions efficiently and with more precision.” You can learn more about the new Dynamics 365 AI solutions here.

In addition to the Dynamics 365 AI solutions, Microsoft also announced easy to implement, modular SaaS apps for businesses to transform their HR business process. These apps will make use of their existing data, connect to their existing systems, deliver insights from LinkedIn and connect to Office 365 and Dynamics 365 to delivering meaningful results. Dynamics 365 for Talent: Attract, and Dynamics 365 for Talent: Onboard are the two apps Microsoft announced.

  • Attract the right people. Profile the most qualified candidates for your company and role, gain better insights into the hiring pool and improve the ROI of your hiring process. Job candidates are also engaged with their own application experiences.
  • Onboard new hires to accelerate productivity and ignite employee success. Personalize the onboarding process with the right resources, training and team connections.

These new apps will be available later this year. Microsoft also announced improvements for LinkedIn integration in Dynamics 365 for Sales. Learn more about it here.