Customer Service Transformation with AI | Netwoven

Modernize Customer Service with Autonomous Agents

Transform your customer service with AI-infused solutions

Modernize Customer Service with Autonomous Agents

Customer Service Transformation with AI

Modern customer service teams are stretched thin. Agents juggle multiple, disconnected systems-CRM, ticketing, chat, email, and knowledge bases-while trying to deliver quick, accurate, and empathetic responses. This siloed environment not only slows resolution but also increases frustration for both customers and employees. 

AI is transforming customer service with personalized experiences, smarter teamwork, and improved efficiency. With Dynamics 365 Customer Service, empower your teams to resolve issues faster using generative AI and automation—delivering exceptional service across every channel and exceeding customer expectations

Discover how AI service agents for Dynamics 365 can learn to address emerging issues, uncover new knowledge, and automate manual processes to boost business efficiency and reduce costs.

Modernize Customer Service with AI

Benefits

Boost Customer Service Efficiency with AI Copilot: Faster Resolution, Lower Costs & Smarter Insights

30–40% Faster Resolution
30–40% Faster Resolution

Copilot-generated responses, AI routing, and streamlined workflows cut handle times.

15–25% Higher Productivity
15–25% Higher Productivity

Agents spend less time searching and more time resolving.

Omnichannel Consistency
Omnichannel Consistency

Unified portal and virtual agents eliminate channel silos.

10–20% Lower Costs
10–20% Lower Costs

Self-service and AI automation reduce manual effort and deflect cases proactively.

Enhanced Service Insights
Enhanced Service Insights

Dashboards and sentiment analysis enable coaching, forecasting, and strategic improvements.

Agents in Dynamics 365 Customer Service

Use Case 1 - Case Creation​

  • Case Management Agent automatically generates a new case when an escalation arrives.​
  • It pulls customer history and transcripts to auto-populate details and provides a summary for the rep.

Use Case 2 – Leverage Intent Discovery and Guidance

  • Customer Intent Agent continuously analyzes case notes, transcripts, and summaries to discover new intents.​​
  • It maps issues to a resolution library and learns from service reps how to handle complex cases.​

Use Case 3 – Better Knowledge Management

  • Knowledge Management Agent identifies opportunities to update or draft knowledge articles.​​
  • It autonomously creates and publishes content, with rep approval providing oversight.​

Use Case 4 – Case Follow-Up and Closure

  • Case Management Agent provides conversation summaries and tracks follow-ups across open cases.​
  • It alerts reps to customer emails, drafts suggested responses, and can autonomously reply when appropriate.​
  • Updated intents and knowledge articles automatically feed back into chatbots and IVR systems.​

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AI-Powered Solutions

AI empowers service reps to solve faster, learn faster, and connect deeper with customers.
Dynamics 365 Contact Center

Dynamics 365 Contact Center

Dynamics 365 Contact Center

Dynamics 365 Contact Center

Deliver AI-powered customer experiences across channels, reducing costs and enabling autonomous service
Dynamics 365 Customer Service

Dynamics 365 Customer Service

Dynamics 365 Customer Service

Dynamics 365 Customer Service

Boost service team productivity with AI agents and tools that streamline workflows, surface insights, and speed resolution.
Dynamics 365 ​ Sales

Dynamics 365 ​ Sales

Dynamics 365 ​ Sales

Dynamics 365 ​ Sales

Help sales teams exceed customer expectations and reach their goals with an AI-powered CRM solution.

FAQs

Q1: Is this just tech, or is adoption guaranteed?

Netwoven ensures people use it—we prioritize training, change management, and continued value realization.

Q2: Can this replace my existing CRM/Support tools?

No-Dynamics 365 integrates with your existing systems, enhancing them with AI and unified workflows.

Q3: What results can I expect, and how fast?

Expect reduced handle times, higher CSAT, and cost savings-typically realized within the first few months.

Insights

Thought Leadership

Why Choose Netwoven?

Netwoven combines Microsoft's capabilities with a deliverable-first, adoption-centric approach. They quickly launch AI capabilities like Copilot assistants and unified agent hubs for immediate impact. Their agile, iterative approach involves co-creating in sprints, incorporating feedback, and minimizing rework. With a focus on change and adoption, they ensure agent adoption from power-user enablement to rollout. Netwoven's enterprise-grade integration connects with Dynamics, Teams, Azure, and Power Platform, leveraging their cross-disciplinary expertise. Their solutions are designed for future scalability, avoiding technical debt and evolving with your needs.

Contact Us
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Drop us a mailinfo@netwoven.com

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Find out how we can help you with your organization’s digital transformation journey.

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