Set up for proactive, always-on service in Dynamics 365 with intelligent chatbots, IVA and IoT

published 6 months ago by Microsoft Mechanics

Set up a proactive and always-on service organization with Dynamics 365, from self–service automated actions using intelligent and conversational chatbots and IoT, to high touch customer agent and frontline technician support. Expert Deanna Sparks joins host Jeremy Chapman to share how to combine automation, intelligence and live personnel engagement to take customer support to the next level. Build a better customer support experience: • Provide intelligent, proactive and automated self-service • Issue resolution through conversational IVA • IVA supports intelligent routing using AI models to escalate customer service requests to field technicians • Connect to experienced front-line workers through Remote Assist ► QUICK LINKS: 00:00 - Introduction 01:56 - Self-service 03:40 - How to ensure quality of customer experience 06:03 - Field technician’s experience: Field service mobile app 07:16 - Remote assist 07:50 - Self service IVA setup 08:52 - Voice control setup 09:50 - Phone number setup 10:52 - Smart assist setup 11:55 - Field technician setup 12:48 - Wrap up ► Link References: Watch our Dynamics 365 series with Vanessa Fournier at Set up the Dynamics 365 modules and configure Dynamics 365 with Azure IoT at Check out our shows on PVA creation at Unfamiliar with Microsoft Mechanics? We are Microsoft’s official video series for IT. You can watch and share valuable content and demos of current and upcoming tech from the people who build it at #Microsoft. Subscribe to our YouTube: Follow us on Twitter: Follow us on LinkedIn: Follow us on Facebook:

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