Dynamics 365 Customer Service: Manage intraday operations with AI agent
Dynamics 365 Customer Service is gaining an autonomous AI agent (Intraday Agent) for real-time operational management, including queue tracking, anomaly detection, and adherence monitoring with automated corrective actions. This capability is currently in preview/development.
Microsoft's description
Intraday Agent is an autonomous AI agent that helps manage intraday operational scenarios. The following are its high‑level capabilities. Intraday queue tracking Continuously monitors queue volumes in real time. Detects anomalies when actual volume deviates significantly from forecasted demand. Automatically reforecasts in real time to assess current demand. Notifies supervisors with proactive alerts and recommendations. Automates corrective actions such as adjusting schedules, rescheduling breaks, or reallocating service representatives to maintain SLA performance. Supports customizable instructions to align mitigation actions with business needs. Intraday adherence tracking Monitors service representative adherence to scheduled shift activities in real time. Detects deviations such as late logins, extended breaks, or early logouts. Autonomously mitigates deviations through actions such as break rescheduling, shift extensions, overtime activation, or flexible channel reassignment. Supports customizable instructions to align mitigation actions with business needs.