Microsoft
Case Management Agent
The Case Management Agent transforms manual case creation and updates into an autonomous, AI-driven workflow by combining conversation intelligence, contextual field prediction, and automated case lifecycle management to improve accuracy and service efficiency.Business challenge:
Customer service agents manually create, and update cases based on conversations across chat, voice, digital messaging, and email. This process is time-consuming, repetitive, and prone to missing or incorrect information. Important contextual data from conversations is often not fully captured, leading to inconsistent case records, delayed follow-up, and reduced service quality. Organizations need intelligent automation to ensure cases are created accurately, updated consistently, and aligned with conversation context across all channels.
Core Features:
The Case Management Agent offers essential capabilities to automate and optimize case creation and lifecycle updates within Dynamics 365 Customer Service.
- Autonomous case creation from chat, digital messaging, voice, and email conversations
- Intelligent field prediction and automatic population based on conversation context
- Autonomous case updates during wrap-up and from incoming emails
- Intelligent follow‑up and case closure automation
Key benefits:
- Significantly reduced manual case creation and update effort
- Improved case data accuracy and consistency
- Faster case handling and time-to-resolution
- Increased transparency through audit tracking and AI feedback controls
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