How Does It Work?
Customer Service Insights leverages AI to group business cases into topics. This helps businesses to discover and adapt to prevalent and emerging trends, improve brand sentiment, and recognise problem areas. Businesses can use this information to proactively fix issues before their customers feel their impact, resulting in augmented customer experiences.
Customer Service Insights provides AI-driven insights that can become the backbone of informed decisions about improving resolution rates, reducing wait times and decreasing customer service costs. It also enables businesses to evaluate performances of their agent and impact of their brand on customers, and address inefficiencies in the business ecosystem through use case resolution insights, backlog trends, and historical comparisons.
Salient Features
Dynamics 365 Customer Service Insights leverages AI to influence customer service operations that enable brands to take their customer service to the next level. A comprehensive view of customers and business performance makes it easy for brands to overcome pertaining challenges and stay ahead of their competitors. Its key functionalities include:
- Complete understanding of customer satisfaction score (CSAT) drivers
- Automatically group related support cases into ‘topics’- with dashboards helping in identifying problem areas, improving resolution rates and adapting to emerging and prevalent trends
- Highlight improvement areas that allow business managers to assess and acknowledge KPIs and CSAT levels for impact on the brands’ value
- Provide customer engagement patterns, agent performance and customer service operations on dashboards powered by AI, ML and Business Intelligence capabilities
Benefits
Improve Customer Satisfaction
Being aware of emerging issues enables business managers to take proactive measures to resolve them before they impact more customers. Add to it, the understanding of CSAT drivers and use of AI insights to introduce changes and improvements, and brands can work on improving customer satisfaction.
Increase Operational Efficiency
A 360-degree view of the customer service department, including historical comparison, case resolution insights, and backlog trends enable managers to assess the performance of agents and the overall service impact on the business. They can even monitor the volume and nature of the cases to optimise productivity, improve support services, and increase operational efficiency.
Comprehensive Visibility
Customer Service Insights provides AI-powered dashboards to help businesses get a comprehensive view of customer engagement patterns, performance and operations via interactive charts and filters.
Final Words
Businesses can access Dynamics 365 Customer Service Insights either through the standalone app or Dynamics 365 Customer Service Hub. The critical insights provided by the add-on can prove to be a game-changer for any brand and help them climb the ladder to the next level. A renowned provider of Microsoft Dynamics 365 such as Dynamics Square can help you seamlessly configure and integrate Customer Service Insights with your business functions.
