AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ20

Configure agents and AI capabilities

A company runs a contact center using an external platform that controls call handling, queue assignment, and routing policies.

The company plans to add AI-assisted capabilities that support customer service representatives (CSRs) during customer interactions. The existing platform must continue to control how interactions are routed and transferred between agents.

You need to add AI-assisted capabilities without changing interaction orchestration.

Which configurations should you use?

Select
Introduce AI-assisted capabilities to support CSRs.
Ensure interaction handling is controlled by the existing platform.
Explanation

The third-party CCaaS integration pattern keeps the existing contact-center platform responsible for telephony, routing, queues, and transfers, while Dynamics 365 Customer Service provides Copilot assistance in the CSR experience. Keeping orchestration in the external system satisfies the requirement that routing and transfers remain under the existing platform’s control.

Learn more

Community Discussion

No comments yet. Be the first to start the discussion!