AI-driven case suggestions based on case context and historical success rate.Agent suggestions for cases similar to the conversation (General availability Oct 2020, preview available Sep 2020): This feature will provide suggestions to representatives about similar cases while they are chatting which will help the agent to quickly resolve the cases.Agent personalization of sound notifications (General availability Oct 2020, preview available Sep 2020): Agents can personalize sound notifications for incoming conversations which helps them to distinguish different sessions.This will ensure fast replies to customers. Agent personalization of quick replies (General availability Oct 2020, preview available Sep 2020): This feature enables service representatives to store commonly used replies and phrases so that they can send those messages with a click.It is very useful because it’s difficult to find agents who know multiple languages or languages that the business supports. Real-time language translation of messages (General availability Oct 2020, preview available): This feature will enable real-time language translations.It will support “Inline surveys for web chat” and “Embedded link-based surveys for all other channels”. Post-conversation surveys using Dynamics 365 Customer Voice (General availability Oct 2020, preview available): Useful for customer satisfaction surveys and offers offline surveys.Outbound messaging (General availability October 2020, preview available): This feature is very useful because it will enable us to send notifications based on certain events about appointments or support tickets information to the customers dynamically using the customer’s preferred channel.We can embed chat widget using WebView and React Native Mobile SDK for Omnichannel. Embedding chat in mobile experiences (Available OCT 2020): This feature will enable several ways to enable chat widgets into mobile apps.It will help the representative to reduce the time taken to find transcripts and read them. This update will make the chat history available in the new chat session for the re-engaging customer. Persistent messaging for chats (Public preview Available Jan 2021): Right now, the history of chats is available as a transcript.So, what’s new in the August 2020 update: There are some features that are going to be available as a part of the 2020 August release wave 2 We can sign up for 30 days of free trial to experience omnichannel for customer service. You can enable chat, SMS, and social channels like Facebook, Twitter in your organization using omnichannel. Omnichannel for customer service in Microsoft Dynamics 365 offers to connect and engage customers across different digital messaging channels.
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