Prospects don’t simply need quick service—they anticipate companies to remain one step forward. At the moment’s clients need corporations to anticipate their wants earlier than they even ask, for instance: sending a reminder earlier than a cost is late; giving a heads-up when a supply is delayed, or following up after a dropped name. These aren’t simply nice-to-haves—we imagine that they’re the brand new commonplace for buyer expertise.
That’s why we’re saying proactive engagement and conversational journeys with Microsoft Dynamics 365 Contact Middle and Microsoft Dynamics 365 Buyer Insights – Journeys, now accessible in public preview. With this answer, organizations can use custom-built AI brokers and repair representatives to proactively attain out throughout channels—like informing a buyer a few canceled flight and guiding them to a decision in the identical dialog. Companies can profit from decrease name volumes and assist prices, whereas clients can get sooner, extra personalised experiences that drive satisfaction and model loyalty. Basic availability is predicted later this summer time.
After all, delivering proactive service at scale isn’t straightforward. Organizations will be underneath strain to do extra with much less—fewer sources, tighter budgets, and better buyer expectations. Reaching out on the proper time, with the appropriate message, on the appropriate channel takes orchestration, perception, and clever automation. That’s precisely what these new capabilities are designed to ship: smarter, extremely personalised engagement.
Proactive engagement
Create AI-driven proactive outbound experiences.
The affect of AI on customer support
Wanting forward, the affect of AI on buyer expertise will solely deepen. Based on the Microsoft Work Pattern Index, 82% of leaders anticipate to broaden their use of digital labor to spice up workforce capability within the subsequent 12 to 18 months.
Our clients are already reaping the advantages of AI-powered digital teammates. Tourism and journey segments, for instance, are utilizing proactive engagement and conversational journeys to help clients with journey planning—from bookings to itinerary steering—with human reps accessible to additional help as wanted.
Apollo Journey, a journey company that fields greater than 350,000 reservations yearly throughout Scandinavia, is utilizing proactive engagement to scale back inbound reservation calls.
“We’re at all times on the lookout for methods to raised serve our clients, and these new capabilities open up thrilling alternatives to interact with them extra proactively. We see clear potential for advantages on either side—enhancing the expertise for our clients whereas driving effectivity for our enterprise.”
—Johnny Nilsson, Head of Group Energy Platform Middle of Excellence at Apollo Journey (a part of DERTOUR Group)
Conversational journeys
Use AI to ship buyer experiences at scale.
Different use instances exhibit the broader worth of this method: transport and supply delays, appointment reminders, system outages, prescription refills, loyalty reward notifications, and repair updates are all attainable by means of AI agent-based outreach. The interactions really feel pure and useful, and if wanted, seamlessly transition to a service consultant for personalised assist—turning a possible problem right into a second of name loyalty. Prospects can talk naturally with the AI agent, which, based mostly on that dialogue, will provide resolutions like transferring to a distinct flight or issuing a refund. Relying in your necessities, proactive engagement can then observe up with further actions like a affirmation electronic mail or textual content message.
As a result of these repetitive, time-consuming duties at the moment are automated, reps can give attention to extra crucial issues and delivering significant engagements to every buyer. This helps construct belief and guarantee clients really feel valued, whereas permitting service groups to give attention to extra complicated, high-value interactions—serving to to scale back operational prices and enhance general effectivity.
A typical state of affairs has three components. The primary half is a buyer journey that tells the AI agent who to name, when to name, and the best way to course of decisions that the shopper makes through the name. The second half is the AI agent, which may talk with clients utilizing pure language. The ultimate half brings all of it collectively, with authors managing the agent’s buyer queues, telephone numbers, and the like. If a buyer asks, that is additionally the place an agent would switch the decision to a service rep after which handle that decision till decision. Your entire answer will be authored with no code (together with the power to design the AI agent utilizing pure language), making it accessible to non-technical enterprise customers to outline their buyer experiences with ease. With built-in consent administration and designated quiet instances/days, compliance with buyer preferences and regulatory necessities will be effortlessly maintained. Moreover, it gives the flexibleness to reply to real-time occasions or schedule an outreach upfront.
Enabling proactive engagement
To allow the answer, Microsoft Dynamics 365 Contact Middle, Dynamics 365 Buyer Insights-Journeys and Microsoft Copilot Studio are required. As you employ the answer, please ship your suggestions to pefeedback@microsoft.com, and proceed checking this weblog for updates about this and different upcoming releases.
