Dynamics 365 Customer Service preferred agent routing

Описание: Unified routing in Dynamics 365 Customer Service uses a combination of AI models and rules to assign incoming service requests from all channels (cases, entities, chat, digital messages, and voice) to the best-suited agents.

With preferred agent routing, organizations can provide hyper-personalized service and foster deeper relationships with the customers. This can help improve customer satisfaction by connecting them with a familiar service agent and providing personalized service to the customers with relevant and journey-aware interactions.