Best Practice

Autonomous agents in Microsoft Dynamics 365 Contact Center

The new era of automation: virtual agents that operate in synergy, understand context, and solve problems in real time. An innovative model of customer assistance, where AI supports operators to ensure more efficient, natural, and personalized interactions, and the Contact Center becomes an intelligent ecosystem.

Intelligent automation. Immediate responses. Satisfied customers.

Autonomous agents bring intelligent automation to a new level. Integrated into Microsoft Dynamics 365, they collaborate as a virtual team coordinated by an orchestrator, analyzing data and understanding context to autonomously handle the most common cases.

The result is faster, proactive, and natural customer support, where artificial intelligence assists people to provide better experiences.

Customer service reimagined with agents

In Microsoft Dynamics 365 Contact Center, automation, intelligence, and collaboration integrate to radically transform customer service management.
Every interaction becomes faster, more accurate, and consistent, improving operational efficiency and providing the customer with a superior value experience.

Quick and accurate answers

Agents retrieve orders, products, and timelines in real time, drastically reducing management times.

Fluid and personalized experience

Every customer receives tailored responses, without repeating information or waiting for manual escalations.

End-to-end automation

Ticketing, validations, and consultations of the knowledge base are automated and traceable in the CRM.

Loyalty and satisfaction

Operational efficiency enhances the customer experience and strengthens the relationship with the brand.

USE CASE

The perfect return

It all starts with a simple email: a customer requests to return a product. From that moment on, a team of Autonomous Agents springs into action in the Microsoft Dynamics 365 Contact Center, managing every phase of the process quickly, consistently, and automatically.

Customer and order identification

The first agent analyzes the incoming email, recognizes the customer, and retrieves purchase information from dataverse, such as the product, date, and sales channel.

Support case creation

Upon recognizing a return request, a second agent automatically opens a new case in the system, assigning the relevant information and linking it to the original order.

Knowledge base consultation

The corporate knowledge base is consulted by a specialized agent to verify the return policy, identifying any applicable timelines and conditions.

Custom response creation

The orchestrator gathers the information produced by other agents and drafts a complete, clear, and coherent response, ready to be sent to the client.

Efficient end-to-end management

The entire process is completed in just a few minutes, ensuring a fast, accurate, and fully automated support experience.

The technology that makes autonomous intelligence possible

The solution is based on a Microsoft integrated ecosystem, designed to promote collaboration, security, and scalability.
Each component contributes to creating an environment where Autonomous Agents operate in a coordinated manner to manage complex processes and generate value for customer service.

Autonomous agents

The Autonomous Agents operate directly within Microsoft Dynamics 365, where an orchestrator coordinates activities and ensures consistency, traceability, and continuity of information throughout the support process.

These digital Agents can act both as the first point of contact with the customer, autonomously managing common requests and issues, and as intelligent support for operators, providing response suggestions, information, and performing automated actions that make operators' work faster, more effective, and focused on higher-value cases.

Knowledge base

All operational information, company policies, and support procedures are consolidated in a centralized knowledge base, which can be accessed in real time by both bots and agents to ensure consistent and up-to-date responses.

Knowledge management can be further enhanced by the Knowledge Management Agent, which analyzes interactions and system data to generate new knowledge base articles from resolved cases. The agent can also automatically update content whenever new insights emerge from customer conversations, ensuring the knowledge base remains continuously up to date and relevant.

Process automation

Case creation, handling, and updates are automated, reducing processing times, manual errors, and repetitive tasks for agents.

Automation goes beyond request handling, extending to the creation and maintenance of the knowledge base and, in more structured scenarios, to the autonomous resolution of issues by AI agents. This approach accelerates the handling of simpler requests while allowing human agents to focus on cases that require expertise, judgment, or more complex intervention.

Native integration with Microsoft Copilot

Native integration with Microsoft Copilot enables advanced natural language understanding and generation capabilities, allowing the creation of highly customizable digital agents and the adaptation of conversational flows to different business processes.

The goal is to build intelligent agents that effectively support human agents in their daily activities, improving operational efficiency and increasing overall contact center productivity.

USE CASE

When a human voice is truly needed

When a customer calls a contact center, the conversation becomes the starting point of a coordinated process. Voice AI interprets the request in real time and activates Microsoft Dynamics 365 Contact Center’s autonomous agents, which guide the interaction—providing immediate responses whenever possible and involving a human agent only when truly necessary.

Intelligent request analysis

When customers call, they can freely express their needs without navigating complex menus or key sequences. Voice AI transcribes and analyzes the conversation in real time, understands the context, and routes the call to the most appropriate resource.

Fast response from the bot

Once the request has been understood, the voice bot immediately provides guidance and possible solutions based on the company’s knowledge base and on similar cases already been resolved. For many anticipated requests, the customer receives immediate assistance.

When a human agent joins

If the conversation becomes more complex or requires human judgment, the AI recognizes the limits of automation. Signals such as detailed technical requests, process exceptions, or the need for reassurance trigger a seamless handoff to a specialized agent.

Client Intent Agent in action

When the call is transferred, the agent immediately receives full context: a transcript of the conversation, the customer’s request, and any actions already taken by the system. The customer doesn’t need to repeat information, and the interaction continues seamlessly.

AI-supported agents

During the call, agents are supported by AI tools such as Microsoft Copilot, which suggest procedures, relevant knowledge articles, and possible solutions in real time. This helps agents respond more quickly, consistently, and accurately.

Advanced knowledge base

At the end of the conversation, the Knowledge Management Agent generates a case summary, updates the knowledge base, and captures useful insights. The system continuously improves over time, allowing agents to focus on requests that require human expertise.

Make your customer service fast and proactive

By combining expertise, vision, and artificial intelligence, your contact center evolves into an intelligent, autonomous platform capable of anticipating customer needs. Discover how we can support your organization’s growth—get in touch to learn more.

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