Microsoft adds conversational AI to Dynamics 365

Microsoft Dynamics 365 Customer Service and Dynamics 365 Sales users will get new features later this month with an emphasis on conversational intelligence and Teams integrations. Dynamics 365 Customer Service will be more tightly embedded in Microsoft Teams. Contact center agents will be able to collaborate with co-workers by sharing AI-generated conversation summaries to resolve customer issues faster, and Teams chat will be embedded within Dynamics 365, which enables customer records of sales and service cases to be shared in Teams outside of their department or with supervisors and peers. Microsoft also previewed Azure Communication Services, a bundle of software workflow APIs that route public switched telephone network or VoIP calls within apps. All of the above features will also be compatible with Microsoft Digital Contact Center, a contact-center-as-a-service platform released earlier this year.