Automate case lifecycle tasks with case management agent
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | Feb 2025 | - | May 2025 |
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 agent 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, case management agent automatically creates a case, filling the required information. As the conversation progresses, service representatives can use case management agent to update fields on the case progressively. When the conversation ends, it updates the fields on the case automatically. Similarly, when an email gets converted to a case through automatic record creation (ARC) rules, it automatically fills the required information from the email. It also keeps the case up to date using information from new emails, as and when the customer sends them.
Case management agent further offers service representatives one-click collaboration through intelligent prompts, identifies the right experts automatically, and provides a concise case summary for experts to get up to speed quickly. Collaboration insights are integrated into the case timeline for streamlining future processes. Finally, it tracks cases requiring attention, sends follow-up emails based on SLA criteria, and either resolves the case or notifies the agent upon customer response. This revolutionizing case management agent aims to boost case creation and closure efficiency, thus reducing case handling time.