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Microsoft has released Dynamics 365 Virtual Agent for Customer Service, the platform for designing, running, and managing customer service-focused bots. The product entered public preview in May 2019 and promised a solution that was simple to use but created bots that could provide sophisticated interaction.
Virtual Agents for Customer Service relies on two other services in Microsoft’s business applications portfolio: Power Virtual Agents and the analytics service Dynamics 365 Customer Service Insights.
The product known as Power Virtual Agents emerged around November 2019, several months after the original announcement for D365 Virtual Agent for Customer Service in May 2019.