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Applies to: Dynamics 365 Customer Service
Automates quality assurance processes by autonomously assessing customer interactions (cases and conversations) against business standards, delivering actionable insights to help supervisors improve service quality, identify training opportunities, and ensure regulatory compliance without manual review overhead.
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Overview
AI agent assesses customer engagements using supervisor-defined evaluation framework comprising criteria (structured forms with questions and scoring), evaluation plans (scheduled or triggered assessments), and evaluations (actual scoring with insights). Supervisors create custom or use out-of-the-box evaluation criteria, configure plans to run on-demand or based on conditions, and receive detailed assessments with coaching recommendations.
Key benefits
- Autonomous scoring of cases and conversations with AI-driven assessments
- Customizable evaluation criteria with questions, scoring logic, and detailed instructions
- Automated evaluation plans triggered by conditions (SLA breaches, sentiment drops, case closure)
- On-demand and bulk evaluation capabilities
- Detailed scoring breakdowns with compliance analysis
- Coaching recommendations for representative development
- Weighted or equal-distribution scoring models
- Evaluation summaries with actionable insights
Scenarios
- Quality assurance audits
- Regulatory compliance verification
- Representative performance assessment
- Coaching opportunity identification
- SLA adherence monitoring
- Sentiment-based evaluation triggers
Supported channels
- Cases
- Voice conversations
- Live chat conversations
Industries
- Financial Services
- Healthcare
- Insurance
- Telecommunications
- All regulated industries requiring quality oversight
Required products and services
- Dynamics 365 Customer Service or Contact Center license
- Microsoft Copilot Studio
- Copilot Studio Credits Capacity