Modernize Customer Service with Autonomous Agents
Transform your customer service with AI-infused solutions
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.
Customers today expect personalized, on-demand service across every channel-from live chat and voice to self-service portals and social media. Yet, according to industry research, 87% of service leaders still struggle with fragmented data and reactive decision-making.
The impact is clear:
- Manual case management creates bottlenecks and longer wait times.
- Inconsistent self-service experiences erode trust and drive up contact center volumes.
- High agent turnover compounds the problem, as new hires face steep learning curves in navigating legacy systems.
- Supervisors and leaders lack real-time insights, making it hard to predict demand, optimize staffing, or improve KPIs like first-contact resolution.
The result? Higher costs, lower satisfaction scores, and a growing gap between customer expectations and organizational capabilities. Without modernization, customer service risks becoming a cost center weighed down by inefficiency instead of a growth driver that builds loyalty and revenue.
Benefits
Boost Customer Service Efficiency with AI Copilot: Faster Resolution, Lower Costs & Smarter Insights
30–40% Faster Resolution
Copilot-generated responses, AI routing, and streamlined workflows cut handle times.
15–25% Higher Productivity
Agents spend less time searching and more time resolving.
Omnichannel Consistency
Unified portal and virtual agents eliminate channel silos.
10–20% Lower Costs
Self-service and AI automation reduce manual effort and deflect cases proactively.
Enhanced Service Insights
Dashboards and sentiment analysis enable coaching, forecasting, and strategic improvements.
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.
AI-Powered Customer Service
Dynamics 365 Contact Center
Dynamics 365 Contact Center
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Dynamics 365 Sales
Dynamics 365 Sales
Get Started
Minimum Viable Product (MVP)
- Scope Determined by Client
- Client controls Timeline & Cost
- Typically includes Strategy Roadmap to define Additional Investment at a High Level
Unified Services – Regular Iterative Development Phases
- Driven by Strategy Roadmap & Budget – Clients is in control
- Agile Model transforms elements from the Strategy Roadmap to discrete development and deployment efforts (User Stories) to add valuable new functionality in a structured (not ad hoc) fashion
- Every User Story development embeds Adoption & Change Management / Knowledge Transfer
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
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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- 1MVP-First DeliveryLaunch AI capabilities quickly-like Copilot assistants and unified agent hubs-so you see impact fast.
- 2Agile, Iterative ApproachCo-create in sprints, incorporate feedback, minimize rework, and build confidence across teams.
- 3Change & Adoption FocusFrom power-user enablement to rollout support, we ensure agent adoption, not just launch.
- 4Enterprise-Grade IntegrationPlug into Dynamics, Teams, Azure, and Power Platform with Netwoven’s deep cross-disciplinary know-how.
- 5Future-Scalable, Debt-Free DesignOur solutions evolve with you-designed for growth that avoids technical debt.
