Business Value
Case Management Agent automates case details during live chats and from incoming emails, saving time for customer service representatives and reducing conversation wrap-up time. It also sends follow-up emails and resolves cases automatically, improving service representative efficiency and satisfaction by eliminating manual administrative tasks. Moreover, it identifies experts automatically and prompts customer service representatives to collaborate with them directly through Teams chat, providing a seamless experience through automatic summarizing of case context. Collaboration summaries are integrated into the application, enhancing the knowledge base and minimizing the need for future collaborations.
Feature Details
When a live chat is accepted by a customer service representative, the Case Management Agent automatically creates a case and populates the required information. As the conversation progresses, representatives can use the agent to update case fields in real time. When the conversation ends, the agent updates the case fields automatically.
Similarly, when an email is converted into a case through automatic record creation (ARC) rules, the required information is automatically extracted from the email. The case remains up to date as new emails from the customer are received.
Email classification uses AI to categorize incoming emails into predefined categories. This enables the automation of support workflows—such as skipping case creation for "thank you" or marketing spam emails, or creating cases only for relevant inquiries. This helps optimize support processes, improve productivity, and reduce operational costs.
The Case Management Agent also provides intelligent, one-click collaboration prompts. It identifies the right experts automatically and generates a concise case summary to help collaborators get up to speed quickly. Collaboration insights are captured in the case timeline, streamlining future processes.
Finally, the agent tracks cases that require attention, sends follow-up emails based on SLA criteria, and either resolves the case or alerts the service representative when a customer responds. These capabilities aim to boost the efficiency of case creation and closure, ultimately reducing case handling time.
Enabled for:
Users by admins, makers, or analysts
This feature must be enabled or configured by administrators, makers, or business analysts to be available for their users.