Customer Service Modernization - Juneidi Tsai
Customer Service Modernization - Juneidi Tsai
Customer Service Modernization - Juneidi Tsai
Modernization
With AI and CoPilot
Juneidi Tsai
Technical Specialist Business Application
Microsoft Asia
The blueprint for cross-organization impact
Productivity & +
Business data & +
Low-code
collaboration processes solutions
Word PowerPoint Excel Sales Supply Chain Customer Service Power Apps Power BI Power Pages
Microsoft Microsoft
Graph Dataverse
Copilot
Sales
Dynamics 365
Customer Service
Dynamics 365
Field Service
Customer Journey in Service
Service
Customer
Marketing Sales
Self Customer Field
360-degree view Service Service Service
of the customer at
every touch point
• Anytime automated fast • Engage in customer’s choice of • Proactive service with IoT and
response to questions channel (omnichannel) AI-driven automation
• Quick and easy low-code • Improved agent productivity • Optimized resource scheduling
deployment options with holistic UX, AI-assist tools and work order management
• Conversational AI for human- • Modern case management and • Technicians empowered with
like interactions collaboration mobile app and remote assist
The age of AI
….generates content
Dynamics 365
Copilot ….sparks creativity
….automates tasks
….surfaces insights
We hear from our customers that they need to:
Personalize service Make agents’ work more Get proactive visibility to Automate and augment
experience and connect effortless with increased maximize service to run the business fast
through customer’s productivity and operations and lean
preferred channel collaboration
Capabilities in Dynamics 365 Customer Service
Personalize service Make agents’ work more Get proactive visibility to Automate and augment
experience and connect effortless with increased maximize service to run the business fast
through customer’s productivity and operations and lean
preferred channel collaboration
Increase customer
Engage on channel of Resolve issues faster Make data driven
acquisition and
choice with Copilot decisions
revenue
Self serve with Assist with smart Gain visibility into Automate to drive
conversational AI recommendations trends and issues efficiency
Connect with the right Predict and plan for Simplify and lower
Collaborate with Teams
agent every time fluctuating needs costs
Solution Overview
Personalize service experience
Connect with the right agent every time
Voice
Channel
I n t ellig e
Collabor
SMS
Automated classification
channel performance Intelligent assignment
nc
ati
Live Chat
Improve first-time resolution with
o
n
Web
Digital
Engagement
Customer
Channels
Make agents’ work more effortless
Resolve issues faster with Copilot
Agent
Get proactive visibility to maximize service operations
Make data driven decisions
Comprehensive omnichannel Topic discovery highlights
dashboards improvement opportunities
performance impact
Service
Leader
Microsoft is fueling AI innovation
Decades Committed to Secure Reliability & Trusted by
of research & advancing from performance at AI leaders
development Responsible AI the start scale for large AI like OpenAI
models
Runs on trust