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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
01
02
03
04
05
C O N T E N T S
Sneak Peek: Virtual Agent!06
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08
09
10
/ 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
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Embedded Canvas Apps
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• 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
/ 11Think Digital Customer Conference 2019
Go with the Flow
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Flow unlocks many possibilities in Customer Service
• Flow Approvals• Send Survey when a case
is resolved in Dynamics 365
• Email notifications after actions
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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:
Virtual Agent for Customer Service
Home page
Easy access to topics, deployment and analytics
Learn about product updates
Link to community
1
2
3
1
Virtual Agent for Customer Service
Topics page
Central location for creating and managing virtual agent topics
2
Virtual Agent for Customer Service
Analytics page
Data and performance success metrics on your virtual agentInsights from customer's direct feedback
3
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
/ 30Think Digital Customer Conference 2019
Demo: Virtual Agent