modernizing your customer service with the › wp-co… · azure services. sharepoint. flow....

Modernizing your Customer Service with the Power Platform

Sr. Solution Architect / Microsoft MVP

Email: [email protected]

Shawn Tabor

#HSCCATLANTA19

Session Track Services/Power Platform

Introductions

What is the Power Platform?

Embedded Canvas Apps

Flow Approvals

Forms Pro on Case Close

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02

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05

C O N T E N T S

Sneak Peek: Virtual Agent!06

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/ 5Think Digital Customer Conference 2019

What is the Power Platform?

One connected platform that empowers everyone to innovate

Dynamics 365

Office 365

Standalone Apps

MicrosoftPower platform

Azure

Common Data Service for Apps Data Connectors

Business Logic Layer

Common DataService for Apps

Business Rules

Workflows Security PluginsCustom Entities

Core Entities

Data Integration

Canvas Apps

Model Driven Apps

Pow

er B

I

Azure Services

Shar

ePoi

nt

Flow

Business Process Flow Automation & Governance

Office 365

Marketing Sales Service

Field Service

PSA Talent

FinO

ps


Embedded Canvas Apps


• Shows on Dynamics 365 Unified Interface Forms

• Standard Control• Pass value of record• Pass value of groups of

records

Embedding Canvas Apps

https://powerappsblogscdn.azureedge.net/wp-content/uploads/2019/03/NavigateToMainForm.gif

https://powerappsblogscdn.azureedge.net/wp-content/uploads/2019/03/NavigateToMainForm.gif


Go with the Flow


Flow unlocks many possibilities in Customer Service

• Flow Approvals• Send Survey when a case

is resolved in Dynamics 365

• Email notifications after actions

https://forms.office.com/FormsPro/Pages/DesignPage.aspx#FormId=M1NB1yeL80yJH47fSUjUm6wPUPuielxFt2sJwif45ydUMzAzU0FVT1pTMEk3S0hLWFUyNDU2S0pXVC4u&FormPageTabState=Design


Sneak Peek: Virtual Agent

Enable support managers to optimize the customer service experience

Enable support and content managers to create customer

support bots without writing code

CUSTOMER SERVICE INSIGHTS VIRTUAL AGENT

No-cliffs integration between Azure and Dynamics

MS Flow Bot FrameworkDynamics 365 CDS Azure Data Lake G2Power BI

With the power of insights and virtual agents

Empower your customer service managers

Easy to adopt Get actionable insights into critical metrics and data

Discover and adapt to trends identified using artificial intelligence (AI)

Customer Service Insights dashboards

Provides KPIs 1

KPI SUMMARY CUSTOMER SATISFACTION

Topics driving CSAT3

TOPIC DRILL-THROUGH

Analytics based on topics5

NEW CASES

Analytics based on topics2

RESOLUTIONS

Case resolution performance4

TOPIC MANAGEMENT

Case resolution performance6

Power of AI in Virtual Agent for Customer Service

© Microsoft Corporation Dynamics 365

1 2 3

AI-driven self-learning and continuous improvements

Customizations to import your own data and fine-tune AI

Identify topics to automate with Virtual Agent

Top AI capabilities

Generates topic titles

Customizable topic granularity

Maximizes case coverage

Provides scalable service in big data

system

Topics consistent over

time

Provides out-of-box AI expertise

Provides personalized

AI model

Reduces topic duplications

Pre-cleanses data

Intelligent AI model with automatic optimization

Tracks topic history to keep topics stable and maintainable over time

Detects similar text semantics from case titles to reduce topic duplication

Promo code topic

CASE 1:Promo code is valid

but shows as expired

CASE 2:Coupon can’t

be applied

Topic B: Items missing in package

Self-improvement from user gestures

Topic: Package is missing

Learns from inline feedbackto refine future clustering

Observes and turns user actionsinto improvement feedback

Topic A: Package is missing

Create a virtuous cycle

Virtual AgentCapture subject matter expertise with little or no code. Use Microsoft Flow for actions.

Virtual AgentDeploy and scale new topics

within minutes

Customer Service Insights Recommend solutions using AI-based automation

Customer Service Insights Identify emerging topics

and team performance bottlenecks using AI

Virtual Agent for Customer Service

Empower citizen subject matter experts to easily and quickly build a powerful custom virtual agent without requiring AI expertise or coding skills

AI-powered analytics for continuous improvement

Simple, no-code, interactive graphical interface

Extensible and scalable with Microsoft Power Platform

integration

Virtual Agent for Customer Service(https://va.ai.dynamics.com)

Create a powerful custom virtual agent

Manage content

Test and deploy

Measure virtual agent performance

Virtual Agent for Customer Service provides tools that allow you to:

https://va.ai.dynamics.com/


Home page

Easy access to topics, deployment and analytics

Learn about product updates

Link to community

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Topics page

Central location for creating and managing virtual agent topics

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Analytics page

Data and performance success metrics on your virtual agentInsights from customer's direct feedback

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Virtual Agent Designer

Deploy page

Testing and publishing for your virtual agent

4

Key steps to create a virtual agent

Authoring Testing

DeploymentMonitoring

CONTINUAL LEARNING


Demo: Virtual Agent

modernizing your customer service with the › wp-co… · azure services. sharepoint. flow....

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