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How Can Dynamics 365 AI Help with Customer Service?

Posted by Alanna Friedberg on May 11, 2023 8:14:42 PM


Most organizations today have data held in different business areas. For example, the accounting department might store information in one place, while operations might use a separate database. That doesn’t account for cloud-based enterprise resource planning (ERP), customer relationship management (CRM), and point-of-sale (POS) tools in use.

Having so many disconnected data sources makes it harder to understand what customers want and how your organization can provide them with an optimal experience. That’s where Microsoft Dynamics 365 for AI, which has evolved to Microsoft Dynamics 365 Customer Insights, can be a big help. 

What is Microsoft Dynamics 365 AI?

Customer data platforms (CDPs) like Dynamics 365 AI or customer service give companies a centralized way to pull information from different data solos. However, many organizations need help getting the context of varying engagement points. For example, a call into a business’s customer service center is one slice, while feedback on a social media site is another.

Microsoft Dynamics 365 Customer Insights is part of Microsoft’s suite of AI offerings designed to give organizations a deeper understanding of customers. It allows businesses to connect information from different transactions and interactions, giving companies a 360-degree view of customers.

Some of the most significant benefits of incorporating Microsoft Dynamics 365 Customer Insights into data processes include:

  • Getting rid of data silos
  • Enhancing customer profiles with artificial intelligence
  • Creating more personalized customer experiences

Key Features of Microsoft Dynamics 365 Customer Insights

Adding Customer Insights to your Dynamics 365 instances gives your organization access to the following benefits.

1. Data Integration

Integrate data from different resources like CRMs, ERPs, and social media platforms. Marketing teams can connect their automation tools to find ways to refine how they target different audiences. The platform performs data mapping on identified platforms to a standard schema, making it easier for organizations to integrate and unify information.

Dynamics 365 Customer Insights transform data with machine learning (ML) and AI. As a result, business users have an easier time connecting the dots on customer profiles, giving them more understanding of their behavior. Organizations can integrate the information stored in Dynamics 365 and create a unified customer view that gives a complete picture of all customer interactions.

2. Customer Segmentation

Companies can set up customer segmentation rules thanks to the profiles established through data integration. They can use factors like those making a recent purchase, customers who often leave items in their cart, or individuals who prefer calling in through the customer service line versus communicating with chatbots or through email. Users can refine these customer segments as needed and use them to adjust their approach to customer support.  

Dynamics 365 Customer Insight segments give companies insight into which customers require more support. If they detect that a customer is getting ready to move to a competitor, the company can make sure to prioritize their support needs. They can do the same for customers who tend to make a lot of purchases by marking them as a high-value priority.

3. Customer Profiles

Organizations can set up customer profiles supported by the information pulled in from various customer interactions. For example, your business might have data collected from in-store customer purchases and create a unified profile with details about online purchases. Dynamics 365 Customer Insights AI processes learn and adapt these profiles whenever the customer initiates a new transaction or interaction.

4. Analytics and Reporting

Customer Insights uses predictive analytics powered by ML and AI algorithms to predict customer behavior and anticipate their preferences. Businesses can use that information to anticipate what they might be looking for. That way, when a customer visits their online site, companies can put product recommendations that meet their needs, increasing the chances of a sale.

Organizations can create visualizations like charts, dashboards, and graphs that organize customer data into an easily understood format. Businesses can monitor key performance indicators (KPIs) showing how well they provide positive customer experiences and where companies can improve.

There are also prebuilt report templates available for viewing customer segments. Businesses can set up reports for specific criteria like customer behavior, demographics, and preferences. Organizations can use the data to find patterns of behavior that help them better understand different customer segments.

5. Machine Learning

Use the out-of-the-box machine learning templates included with Microsoft Dynamics Customer Insights to enhance your organization’s ability to service customers. They help with functions like:

  • Predicting customers in danger of churning
  • Figuring out the lifetime value of customers
  • Identifying cross-selling and upselling opportunities
  • Determine the best next steps for customer interactions

The AI-driven recommendations also help companies discover new audience segments. Users can also create custom segments to anticipate customers’ support needs preemptively. You don’t need to know anything about coding or set up validation measures to unlock essential customer insights with Dynamics 365 AI for Customer Service.

6. Data Security and Privacy

Dynamics 365 encrypts any information held in or in transit from and to other applications. That keeps the information protected from viewing by unauthorized users. Businesses can mask sensitive data like credit cards or social security numbers to ensure customer privacy.

Organizations can set up role-based access that restricts who can view customer data. Administrators can also track users’ actions and note any unusual behavior. That way, businesses can stay on top of any suspicious activity from internal and external users.

In addition, businesses have control over data retention policies controlling how long they hold customer data and when it gets deleted. Dynamics 365 Customer Insights data governance features help businesses comply with regulatory standards like HIPAA, GDPR, and CCPA. That allows companies to avoid violating security regulations and data privacy requirements.

Improve Customer Service with AI Technology

Using AI and ML technology to improve customer service gives organizations an edge in building loyal bonds with their customer base. Internet eBusiness Solutions helps businesses find technology that enhances their business processes and ability to provide quality customer service. Contact us today for help transforming your customer relations.

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Topics: Dynamics 365