Mar 16, 2021
Set up a proactive and always-on service organization with Dynamics 365, from self–service automated actions using intelligent and conversational chatbots and IoT, to high touch customer agent and frontline technician support. Expert Deanna Sparks joins host Jeremy Chapman to share how to combine automation, intelligence and live personnel engagement to take customer support to the next level.
Build a better customer support experience:
• Provide intelligent, proactive and automated self-service
• Issue resolution through conversational IVA
• IVA supports intelligent routing using AI models to escalate customer service requests to field technicians
• Connect to experienced front-line workers through Remote Assist
► QUICK LINKS:
00:00 - Introduction
01:56 - Self-service
03:40 - How to ensure quality of customer experience
06:03 - Field technician’s experience: Field service mobile app
07:16 - Remote assist
07:50 - Self service IVA setup
08:52 - Voice control setup
09:50 - Phone number setup
10:52 - Smart assist setup
11:55 - Field technician setup
12:48 - Wrap up
► Link References:
Watch our Dynamics 365 series with Vanessa Fournier at https://aka.ms/Dynamics365forIT
Set up the Dynamics 365 modules and configure Dynamics 365 with Azure IoT at https://aka.ms/DynamicsAlwaysConnected
Check out our shows on PVA creation at https://aka.ms/PVAmechanics
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