Скачать или смотреть Drive agentic CX with what’s new in Dynamics 365 for sales and service | BRK353

Explore how Dynamics 365 and Microsoft 365 Copilot deliver agentic customer experiences (CX), helping organizations drive higher revenue and improved customer satisfaction (CSAT). Visa shares their journey and vision for agentic CX transformation. Discover real-world impacts, lessons learned, and what’s next for organizations embracing this shift. Learn about the latest CRM and CCaaS innovations and Microsoft’s AI vision to transform revenue-generating functions.

To learn more, please check out these resources:
https://aka.ms/ignite25-plans-agentic...


𝗦𝗽𝗲𝗮𝗸𝗲𝗿𝘀:
Pia Cedendahl
Karan Nigam
Aurelien Pichon
Deva Rajamohan


𝗦𝗲𝘀𝘀𝗶𝗼𝗻 𝗜𝗻𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻:
This is one of many sessions from the Microsoft Ignite 2025 event. View even more sessions on-demand and learn about Microsoft Ignite at https://ignite.microsoft.com

BRK353 | English (US)


Breakout | Foundational (100)


#MSIgnite, #Agenticbusinessapplications

Chapters:
0:00 - Combining human qualities with AI for powerful customer engagement
00:09:20 - Examples of AI agents in customer service and sales workflows
00:20:16 - Transition to Karan for demo introduction on Dynamics pre-built agents
00:21:04 - Demo setup and context of Sales Qualification Agent in Dynamics 365
00:25:54 - Configuration controls for IT and sales ops on agent behavior and handoff criteria
00:28:13 - Configuring Research Tab and Knowledge Sources
00:37:15 - Customer Intent Detection and Guided Interaction
00:40:42 - Visa overview: global commerce network connecting 5B people and 1B transactions daily
00:54:22 - Conclusion: turning service into a growth engine with personalized AI support at global scale