UST CaseVerse for Microsoft Dynamics 365

UST CaseVerse for Microsoft Dynamics 365 is an AI-powered case-management solution built by UST using Microsoft Copilot Studio, fully integrated into Dynamics 365 CRM.

UST CaseVerse for Microsoft Dynamics 365 automatically reads, classifies, and prioritizes high volumes of customer emails while instantly displaying past interactions and context for agents—helping teams respond faster and smarter.

This agentic Copilot bot helps service teams manage high volumes of inquiries with precision and speed:

• Understands customer intent and urgency to extract context from every incoming email.
• Creates and categorizes service cases automatically within Dynamics 365.
• Automatically creates and routes service cases to the right queue or team based on content and business rules.
• Triggers automated follow-ups, such as
• Acknowledgments, workflow notifications, or task updates.
• Learns continuously from live scenarios to improve accuracy over time.

• Interpret and classify customer requests using contextual AI.
• Generate cases and route them intelligently.
• Notify internal stakeholders and update CRM timelines.
• Enhance service quality and consistency through adaptive learning.

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