Business Value
Customer Knowledge Management Agent automatically turns untapped case and case-related conversation data into knowledge that supports your contact center. Customer Knowledge Management Agent harvests knowledge from cases in real time as service representatives close cases, helping your contact center respond to emerging issues in minutes. You don't have to wait weeks or months for long knowledge lifecycles. With historical article creation, Customer Knowledge Management Agent helps you quickly turn your historical case data (including case-related conversations, emails, case notes, and other details) into ready-to-use knowledge articles.
With actionable knowledge insights, supervisors and content managers monitor Customer Knowledge Management Agent and the health and usage of knowledge that Copilot uses. Tailored analytics empower users to enhance the quality and relevance of knowledge articles, resulting in more accurate Copilot guidance. This feature boosts productivity and decision-making accuracy, leading to improved user satisfaction and operational efficiency.
Feature Details
With real-time creation, Customer Knowledge Management Agent analyzes the case when agents close it. The agent analyzes case-related notes, conversations, and emails to draft a knowledge article that fills knowledge gaps and helps your organization respond to emerging issues in minutes. Customer Knowledge Management Agent compares the content of the case against your Dynamics 365 knowledge base to determine if a new article is needed. The agent also ensures that content isn't duplicated. It ensures compliance by removing sensitive data. You can extend the agent with custom automated compliance checks from your organization.
It can automatically publish the article, if configured to do so, Depending on your configuration, the agent makes the article accessible to support representatives, Copilot, and even self-service portals. Supervisors can review, edit, and monitor Customer Knowledge Management Agent's work.
![Insights help supervisors monitor Customer Knowledge Management Agent. Insights help supervisors monitor Customer Knowledge Management Agent.]()
The historical creation process gives the Customer Knowledge Management Agent the ability to unlock knowledge from your historical cases. It turns raw case data into ready-to-publish knowledge articles while preventing duplication, ensuring compliance, and giving supervisors tools to monitor the agent's work.
Knowledge insights give supervisors the information they need to assess and confirm the agent's ability to create reliable content for internal and external use. Supervisors can take quick actions to improve the knowledge repository and create the best Copilot experiences.
Supervisors who use the Customer Knowledge Management Agent automatically get this feature. When you set the autonomous-level preference to semi-autonomous or fully autonomous, the dashboard shows you performances for that level. The dashboard shows performances from draft creation to publishing. It also shows how Copilot uses the articles. The dashboard guides supervisors to articles that need review and that are nearing expiration. With this guidance, supervisors can take care of high-priority articles quickly.
Enabled for:
Users by admins, makers, or analysts
Copilot and AI innovation
Update knowledge base using Customer Knowledge Management Agent
Business Value
Customer Knowledge Management Agent automatically turns untapped case and case-related conversation data into knowledge that supports your contact center. Customer Knowledge Management Agent harvests knowledge from cases in real time as service representatives close cases, helping your contact center respond to emerging issues in minutes. You don't have to wait weeks or months for long knowledge lifecycles. With historical article creation, Customer Knowledge Management Agent helps you quickly turn your historical case data (including case-related conversations, emails, case notes, and other details) into ready-to-use knowledge articles.
With actionable knowledge insights, supervisors and content managers monitor Customer Knowledge Management Agent and the health and usage of knowledge that Copilot uses. Tailored analytics empower users to enhance the quality and relevance of knowledge articles, resulting in more accurate Copilot guidance. This feature boosts productivity and decision-making accuracy, leading to improved user satisfaction and operational efficiency.