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You're reading from  Microsoft Dynamics 365 AI for Business Insights

Product typeBook
Published inMar 2024
PublisherPackt
ISBN-139781801810944
Edition1st Edition
Concepts
Enterprise Resource Planning
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Author (1)
Dmitry Shargorodsky
Dmitry Shargorodsky
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Dmitry Shargorodsky

Dmitry Shargorodsky is a seasoned expert with extensive experience working with Microsoft's Dynamics 365 products since 2004. He has two decades of experience with customer relationship management software, data integration, business intelligence, and now the rapidly developing field of artificial intelligence. Dmitry has honed his skills through hundreds of projects in consulting roles in the areas of education, insurance, investment funds, real estate, legal, manufacturing, wholesale, medical devices, health care, non-profits, software, retail, telecommunications, and others. Leveraging these years of work across many industries, Dmitry incorporates cutting-edge technologies, particularly artificial intelligence tools, to drive innovation and efficiency.
Read more about Dmitry Shargorodsky

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Intelligent routing and case management for 
efficient support

In the realm of customer service, the efficiency and effectiveness of support systems are paramount. With the advent of AI technology, intelligent routing and case management have emerged as key features, significantly enhancing the quality of customer support. This section delves into the mechanics, applications, and impact of these AI-driven systems in modern customer service environments.

The mechanics of intelligent routing

Intelligent routing in AI-driven systems involves the automated distribution of customer inquiries to the most appropriate service agent or department. This process is based on a variety of factors, including the nature of the inquiry, the customer’s history, and the expertise of available agents. AI algorithms analyze incoming requests in real time, quickly determining the best course of action, whether it’s routing to a human agent, a chatbot with specific expertise,...

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Microsoft Dynamics 365 AI for Business Insights
Published in: Mar 2024Publisher: PacktISBN-13: 9781801810944
© 2024 Packt Publishing Limited All Rights Reserved

Author (1)

author image
Dmitry Shargorodsky

Dmitry Shargorodsky is a seasoned expert with extensive experience working with Microsoft's Dynamics 365 products since 2004. He has two decades of experience with customer relationship management software, data integration, business intelligence, and now the rapidly developing field of artificial intelligence. Dmitry has honed his skills through hundreds of projects in consulting roles in the areas of education, insurance, investment funds, real estate, legal, manufacturing, wholesale, medical devices, health care, non-profits, software, retail, telecommunications, and others. Leveraging these years of work across many industries, Dmitry incorporates cutting-edge technologies, particularly artificial intelligence tools, to drive innovation and efficiency.
Read more about Dmitry Shargorodsky

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