How Intent-based Routing Works in Dynamics 365 Contact Center | Microsoft Dynamics 365 Community posted on the topic | LinkedIn
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linkedin.com
Get started with the Customer Intent & Customer Knowledge Management agents for Dynamics 365
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Improve Call Center Agent Performance with Agent Assist
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Intent based routing in Dynamics 365 Contact Center
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Introducing the Customer Intent Agent In Dynamics 365 - Part 1
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Here are two approaches for building intent-based agents that can keep track of where they are within a business process, such as customer support, product returns, or multi-step troubleshooting. The first approach is to manage state directly within the workflow itself. You can chain agents together and use the respond-to-chat tool to validate the information the user provides. If the information isn't correct, the agent can send a message back to the user and wait for a clarifying response. Thi
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