Ask the Experts: Building an Agentic Service Organization

Customer service leaders are under pressure to do two things at once: improve customer experiences and reduce the cost of delivering them. Traditional approaches often force tradeoffs, leaving teams struggling to keep pace with growing demand, rising expectations, and limited resources.

Join this interactive Ask the Experts session to explore how Dynamics 365 Customer Service enables an agentic service model where AI agents and humans work together to deliver faster, more effective support. Learn how AI agents, Copilot, and intelligent workflows help automate routine tasks, empower service representatives, and create seamless experiences across self-service, assisted service, and service operations.

Microsoft experts will answer your questions and share practical guidance on deploying AI across customer service operations, measuring impact, and scaling service experiences responsibly.

 You'll also learn how to:

• Increase self-service success rates and reduce repetitive customer inquiries with AI-powered automation
• Improve first-contact resolution through intelligent intent recognition, routing, and next-best-action recommendations
• Reduce average handle time by providing service representatives with real-time guidance, contextual information, and knowledge recommendations
• Continuously create and improve knowledge content using insights from customer interactions
• Optimize service operations with AI-powered monitoring, recommendations, governance, and workflow orchestration