Customer expectations for fast, accurate, and personalized support are rising — and now Dynamics 365 Customer Service together with Dynamics 365 Contact Center are answering the call. The new autonomous case resolution feature empowers support teams by automatically generating email responses and resolving cases with minimal human intervention. This promises to cut resolution times drastically and let agents focus on more complex, high-value issues.

Here’s what you need to know:

Why it matters
Resolve customer issues faster with minimal human intervention—efficiently, intelligently, and empathetically.
Faster resolution
The agent instantly determines customer intent and drafts professional, empathetic responses using tailored templates for each scenario.
Seamless collaboration
It works with other specialised agents to handle domain-specific tasks, keeping the entire case flow connected and efficient.
Smart escalation
If customer intent isn’t identified, the case is escalated to a human rep. If the customer becomes unresponsive, a follow-up/closure sub-agent steps in to keep things moving.
Handles multiple intents
Multiple concerns in one case? No problem. The agent resolves them sequentially, reducing duplication for support teams and ensuring a unified customer experience.

Ready to transform your case management with Dynamics 365? Get in touch with us today!