AI for Service

AI for Service, powered by the Kore.ai Agent Platform, enhances customer engagement with agentic AI that combines autonomous AI Agents and Agent AI to deliver faster, more personalized, and intelligent support across voice and digital channels. Integrated with Microsoft Dynamics 365, it enables organizations to automate service workflows, surface CRM insights in real time, and improve customer satisfaction while reducing operational costs.

AI agents autonomously understand intent, retrieve information from Dynamics 365, and execute actions such as case creation, updates, and status checks for end-to-end service automation. Agent AI assists human agents by surfacing contextual insights, customer history, and next-best actions directly within Dynamics, helping them resolve inquiries quickly and accurately. Together, they orchestrate seamless collaboration between automation and human expertise, ensuring consistent, high-quality customer experiences.

With Kore.ai, enterprises gain intelligent routing, sentiment analysis, automated summaries, and analytics while maintaining governance, data security, and compliance within the Microsoft ecosystem.

Microsoft + Kore.ai AI for Service Better Together

Built on the Kore.ai Agent Platform, AI for Service works seamlessly with Microsoft Dynamics 365 to deliver agentic, end-to-end customer service across voice and digital channels.

AI agents + Dynamics 365:

• Autonomously resolve requests across voice and digital channels by understanding intent and reasoning through next steps.

• Retrieve and update CRM data in real time including case creation, updates, order status, entitlements, and knowledge retrieval.

• Execute multi-step service workflows, reducing handle time and deflecting repetitive interactions from live agents

Agent AI + Dynamics 365:

• Augments agents within the Dynamics workspace by surfacing customer context, interaction history, and relevant knowledge in real time.

• Recommends next-best actions, response guidance, and resolution steps based on intent, sentiment, and historical outcomes.

• Automates summaries, dispositions, and follow-up tasks to reduce after-call work and improve consistency.

Together, AI agents and Agent AI ensure continuity as interactions move between automation and human support, preserving context, improving resolution speed, and delivering consistent service.

Intelligent Routing and Contact Center AI + Dynamics 365:

AI for Service extends beyond automation to orchestrate intelligent, CRM-driven customer journeys using Kore.ai’s Contact Center AI capabilities, deeply integrated with Dynamics 365.

• Context-aware routing based on intent, customer profile, priority, language, and real-time CRM data

• Seamless escalation with full conversation history and intent preserved within Dynamics 365, eliminating repeat questions and reducing friction.

• Omnichannel orchestration across voice, chat, messaging, and digital channels.

• Real-time sentiment analysis, automated summaries, and recommendations during live interactions

Enterprise-Ready Governance Within the Microsoft Ecosystem:

AI for Service maintains enterprise-grade security, compliance, and observability

• Role-based access controls aligned with Dynamics 365

• Built-in and customizable guardrails for data privacy and secure AI usage

• End-to-end analytics and auditability across automated and assisted interactions