Dynamics 365: Support with Custom Agent Knowledge

Key insights

• Custom agents in Dynamics 365 can now search and retrieve relevant Knowledge Articles automatically, improving the speed and accuracy of customer support responses.


• The integration uses Power Automate to connect your agent with the Dynamics 365 knowledge base, allowing for easy automation without any custom code.


• Azure AI Search, featuring an agentic retrieval engine, enables context-aware searches by understanding conversation history and planning multi-step strategies for more precise results.


• If no suitable article is found in Dynamics 365, the agent can extend its search to other sources like SharePoint, ensuring customers have access to comprehensive information.


• This technology boosts both customer experience, by providing faster answers without live agents, and agent productivity, by reducing time spent searching for information.


• You can set up a custom agent through Dynamics 365 Customer Service or Copilot Studio, connect it to your knowledge base, and use Power Automate flows to automate content retrieval tasks efficiently.

Empowering Custom Agents in Dynamics 365 with Knowledge Article Search

The ability for custom agents to search Knowledge Articles within Dynamics 365 is transforming how organizations handle customer inquiries and support. In a recent YouTube video, Dian Taylor - [MVP] (Dynamics 365 Talk) demonstrates how businesses can leverage Microsoft’s latest tools to enable their custom copilots to access and retrieve relevant information from the Dynamics 365 knowledge base. This innovation means customers can find answers more efficiently, without the need to wait for a live agent or manually browse through articles.

By integrating AI-driven agents with Dynamics 365 Customer Service, companies are streamlining the customer support process. These advancements not only benefit customers but also support teams, as they reduce the time spent searching for solutions and allow agents to focus on more complex issues.

How the Technology Works

At the core of this capability is the integration of custom agents with the Dynamics 365 knowledge base. When a customer submits a query, the AI-powered agent uses Microsoft’s Power Automate to orchestrate workflows and connect to the knowledge base. The inclusion of Azure AI Search, featuring an agentic retrieval engine, marks a significant shift from basic keyword searches to more intelligent, context-aware searching.

If the system cannot find a relevant article within Dynamics 365, it can extend the search to other repositories, such as SharePoint. This ensures that customers and agents have access to the most comprehensive set of resources available, increasing the likelihood of quick and accurate resolutions.

Advantages and Key Benefits

One of the main advantages of this technology is the improved customer experience. Customers receive timely and accurate responses, often without needing to interact with a live agent. This not only reduces wait times but also enhances satisfaction by providing self-service options. Additionally, support agents benefit from increased productivity as they spend less time on repetitive searches and more time addressing complex or high-value tasks.

The agentic retrieval engine in Azure AI Search allows for a deeper understanding of queries by considering the context of previous conversations. This leads to more relevant results and a more natural interaction for users. Furthermore, seamless integration with Dynamics 365 and the Power Platform means businesses can implement these solutions without extensive custom coding, making deployment and ongoing management much easier.

What Sets This Approach Apart

A standout feature of this approach is the agentic retrieval in Azure AI Search. Unlike traditional search engines that rely solely on keyword matching, this system can interpret complex queries, understand user intent, and execute multi-step plans to deliver the most accurate answers. This level of intelligence is particularly valuable in customer service settings, where understanding the context of an issue can make all the difference.

Microsoft is also introducing new autonomous and semi-autonomous agents, such as the Customer Knowledge Management Agent and Customer Intent Agent. These tools further enhance the capabilities of Dynamics 365, enabling even more efficient and effective knowledge retrieval. The integration with Copilot provides users with instant access to the information they need, directly within their existing CRM and SharePoint environments.

Getting Started: Practical Steps and Considerations

To implement this solution, organizations can start by building or configuring a custom agent within Dynamics 365 Customer Service or Copilot Studio. The next step involves connecting this agent to the knowledge base and, if desired, linking it to additional repositories like SharePoint. Using Power Automate flows, the agent is empowered to search and retrieve content automatically, reducing the need for manual intervention.

However, while these advancements offer significant benefits, there are some tradeoffs to consider. Balancing automation with the need for human oversight is crucial, especially in complex or sensitive customer interactions. Additionally, ensuring that the knowledge base is kept up-to-date and well-organized remains a challenge. Organizations must invest in regular maintenance and review processes to maximize the effectiveness of their AI-powered agents.

Conclusion

In summary, the ability for custom agents in Dynamics 365 to search and utilize knowledge articles represents a major step forward in customer service automation. By harnessing the power of Copilot and Azure AI Search, businesses can deliver faster, more accurate support while empowering their teams to focus on higher-value tasks. As these technologies continue to evolve, organizations that embrace them will be well-positioned to provide exceptional customer experiences in an increasingly digital world.

Keywords

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