AI as a Business Application Teammate: Transforming Customer Service with Dynamics 365 AI Agents

🎙️ Presented by Omar Abu Shaqra Senior Solutions Engineer, AI Business Solutions @ Microsoft 🤖 AI is no longer just a chatbot that answers questions. It is becoming an active teammate embedded directly into the business applications employees use every day. 🚀 In this session, you'll discover how Microsoft Dynamics 365 Customer Service AI Agents can transform customer support operations by understanding customer intent, automating service processes, improving organizational knowledge, and helping teams consistently deliver exceptional customer experiences. 🎯 Through live demonstrations, we'll explore the Customer Intent Agent, Case Management Agent, Customer Knowledge Management Agent, and Quality Evaluation Agent, showing how these built-in AI capabilities work together across the entire customer service lifecycle. 💡 Whether you're a business leader, customer service professional, solution architect, or developer, this session will provide practical insights into how organizations can move beyond AI-assisted workflows and adopt agentic business applications where AI understands context, takes action, and collaborates alongside employees to drive better outcomes. 🎓 What You'll Learn ✅ How AI Agents are transforming modern customer service operations ✅ Understanding and responding to customer intent with AI ✅ Automating case management and service workflows ✅ Building and maintaining organizational knowledge with AI ✅ Measuring and improving service quality using AI-driven evaluations ✅ Best practices for adopting agentic business applications with Dynamics 365