What challenges did Unspecified Customer face before AI implementation?

Customer service engagement was fragmented across multiple channels, limiting continuity. Agents lacked real-time insight into customer sentiment and interaction history. Manual operations increased response times and limited scalability. Unpredictable routing and assignment led to inefficiencies in agent workload distribution. Customer wait times and lack of proactive support negatively impacted satisfaction.

What was the impact of the AI solution?

Increased agent productivity by automating repetitive tasks and reducing manual interventions. Improved customer satisfaction and reduced wait times via proactive communication. Unified all customer channels, ensuring continuity and comprehensive support. Enabled ongoing optimization through real-time analytics and feedback.

Source

Microsoft

Omnichannel Contact Centers Boost Service with AI-Driven Automation

Use case typeCustomer support automationUpdated Jun 13, 2026

A consulting-led deployment of Dynamics 365 Contact Center has transformed customer service operations for an unspecified client, integrating AI-powered chatbots, virtual agents, and Copilot Studio across omnichannel customer engagement. The solution enables real-time sentiment analysis, multilingual support, and automated conversation summaries to streamline and enhance both agent and customer experiences. Key features include seamless integration with multiple engagement channels such as email, social media, live chat, and phone calls. Advanced AI capabilities provide real-time transcription, translation, and insights for supervisors, while agents benefit from comprehensive dashboards, call controls, and intelligent routing. A detailed implementation plan covers planning, customization, rigorous testing, training, and ongoing support. The outcome includes increased agent productivity, improved customer satisfaction, and a future-proofed platform prepared to adopt ongoing Microsoft enhancements.

Organization: Unspecified Customer
Industry: Professional Services
Location: Global

Reported outcomes

Strategic outcomes

Customer experience & trustImproved customer satisfaction and continuityNew product / capabilityUnified omnichannel customer supportSpeed & agilityAutomated repetitive service operationsBetter decisions & insightEnabled real-time service optimization

Primary read

Use case focus

Showing 3 of 4

1Omnichannel Customer Service Automation
2AI-Powered Contact Center Management
3Real-Time Customer Sentiment Analysis

Customer service engagement was fragmented across multiple channels, limiting continuity.
Agents lacked real-time insight into customer sentiment and interaction history.
Manual operations increased response times and limited scalability.
Unpredictable routing and assignment led to inefficiencies in agent workload distribution.
Customer wait times and lack of proactive support negatively impacted satisfaction.

Implemented Dynamics 365 Contact Center with seamless omnichannel engagement.
Integrated Copilot Studio for AI-powered chatbots and virtual agents.
Deployed real-time sentiment, transcription, and translation features using advanced AI.
Configured skills-based routing and automated workflows for efficient agent assignment.
Provided custom dashboards and monitoring tools for supervisors.

Technologies

Dynamics 365 Copilot Studio

Increased agent productivity by automating repetitive tasks and reducing manual interventions.
Improved customer satisfaction and reduced wait times via proactive communication.
Unified all customer channels, ensuring continuity and comprehensive support.
Enabled ongoing optimization through real-time analytics and feedback.

Architecture

Customer interactions are routed through Dynamics 365 Contact Center, where AI-powered chatbots and Copilot Studio handle initial engagement. Channels are unified into one platform, enabling transitions from bot to agent while retaining full conversation context. Real-time sentiment analysis, transcription, and translation are applied as conversations proceed. Skills-based routing assigns agents based on expertise, and supervisors monitor activity via dashboards. Post-interaction, customer feedback is collected and analytics are generated for continuous improvement.

Implementation partners1

Netwise

Sources & evidence1

Groundedness: Unavailable

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

Explore related AI use cases

Customer evidence