User Review
( votes)A New Dynamic client recently faced challenges with their help desk system and Dynamics 365. Users were struggling to find solutions, which lead to excessive ticket submissions. The client needed a way to empower these users with self-service options before escalating issues. Our solution was an AI-driven Copilot Chatbot that integrated with their help desk system to enhance self-service support.
The help desk system, built on Microsoft Dynamics 365 Customer Service, utilized Cases to track user issues. A Power Pages portal also enabled ticket submission, but users needed an option to resolve issues on their own before submitting a Case. The client wanted an AI-driven chatbot that could understand these queries and retrieve the relevant information.
The client maintained over 100 help documents on a SharePoint site, which users previously searched manually. However, security concerns required keeping the SharePoint locked down. This posed a challenge for us to give the chatbot access to help content without exposing sensitive data to the public.
Secure AI-Powered Self-Service
Our solution was to migrate the help documents from SharePoint to Dynamics 365 file storage. This allowed Copilot Chatbot to access files securely within the Power Pages portal and allowed users with authenticated portal accounts to interact directly with the chatbot using natural language processing (NLP) to find solutions quickly and efficiently.
When a user asked a question, the Copilot Chatbot searched the documents and retrieved relevant sections in seconds. It also provided links to the full documents and specific sections for further reference. This eliminated the need for users to manually sift through large volumes of information to find what they needed.
If the chatbot could not find a suitable answer, it redirected users to the ticket submission form on the Power Pages portal. This ensured unresolved issues were still captured while reducing unnecessary ticket submissions which allowed support agents to then focus on more complex cases that required their intervention.
Measurable Impact and Scalability with Dynamics 365
The impact was significant:
- Reduced ticket volume, decreasing support team workload
- Faster response time, enabling users to find answers quickly
- Enhanced AI learning, allowing new help documents to be added seamlessly
This custom project showcases New Dynamic’s ability to implement intelligent AI solutions that can enhance a client’s productivity. By leveraging Microsoft Power Platform, Dynamics 365 Customer Service, and Copilot AI, we transformed the help desk into an efficient, self-service powerhouse.
Brian Kretchman – Senior Consultant
Working with New Dynamic
New Dynamic is a Microsoft Solutions Partner focused on the Dynamics 365 Customer Engagement and Power Platforms. Our team of dedicated professionals strives to provide first-class experiences incorporating integrity, teamwork, and a relentless commitment to our client’s success.
Contact Us today to transform your sales productivity and customer buying experiences.
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