Now, this is a piece of exciting news for Support teams as they can create powerful bots in Dynamics 365 Virtual Agent for Customer Service. The best part is that it is very easy to create bots using a guided, no-code graphical interface – you will not be needing to rely heavily on developers or on data scientists.

It is obvious that Bots are not smart by default. We make them capable with some level of artificial intelligence by supporting it with technologies like machine learning, big data, natural language processing etc.

In Dynamics 365 Virtual Agent for Customer Service, customer support teams can now easily create Bots using Microsoft Bot Framework.


With Virtual Agent for Customer Service, you can:

  • Build your own Bots – Service teams can create Bots without having coding knowledge or Artificial Intelligence expertise.
  • Free up Human Agent time – Automate common support inquiries and reduce agent time along the way.
  • Customer Satisfaction – Be available 24×7 using rich personalized bot interactions.

Get started in seconds.

Virtual Agent for Customer Service is a software-as-a-service (SaaS) offering.

You just need to sign in and proceed to create your bots which can be embedded into your website with few clicks. You will not be needing any complex systems to deploy.

Virtual Agent for Customer Service empowers you with intuitive graphical interface thus eliminating the need for AI experts or developers. If your customer service agent feels the need to update the Bot, it can be easily done by just logging in to the system, they can change the Bot’s answers and deploy changes by themselves and have their changes go live in few minutes.

Fluid rich, natural conversations.

You can create conversations using a graphical editor. With Microsoft’s powerful conversational AI capabilities, you just need to provide a simple short example of the topic you want the bot to handle. Your Bot will be able to guide your end customers with rich conversations to quickly guide them to the perfect solution.


Add custom connectors.

It is easy to integrate with back end systems out-of-the-box. By using Microsoft Flow, there are numerous easy to add custom connectors. This makes it very convenient to create a bot that can respond to customers and can also resolve their issues.


Monitor performance.

You can easily identify topics where the bot is struggling or ends up passing conversations to human agents and can modify the conversation – all with a few clicks.


Hand in Hand.

You can use Customer Service Insights and Virtual Agent together to determine which topics are trending or consuming support resources, and then easily automate them.

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