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 agents close cases, helping your contact center respond to emerging issues in minutes. That means no more waiting weeks and months for long knowledge lifecycles. With historical article creation, customer knowledge management agent can help you quickly turn your historical case data (including case-related conversations, emails, case notes, and other details) into ready-to-use knowledge articles.

Actionable knowledge insights allow supervisors and content managers to monitor customer knowledge management agent as well as the health and usage of knowledge used by Copilot. Tailored analytics empower users to enhance the quality and relevance of knowledge articles, resulting in more accurate Copilot guidance. Ultimately, this feature boosts productivity and decision-making accuracy, leading to improved user satisfaction and operational efficiency.

Feature details

With real-time creation, the moment agents close a case, customer knowledge management agent analyzes the case and 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, while also ensuring that content isn't duplicated. It ensures compliance by scrubbing sensitive data, and it can be extended with custom automated compliance checks from your organization.

It can automatically publish the article, if configured to do so, and make the article accessible to support representatives, Copilot, and even self-service portals depending on your configuration. Supervisors can always review, edit, and monitor customer knowledge management agent's work.

Historical creation brings customer knowledge management agent's power to help you unlock knowledge from your historical cases, turning them from raw case data into ready-to-publish knowledge articles, all while preventing duplication, ensuring compliance, and giving supervisors the same tools to monitor customer knowledge management agent's work.

Knowledge insights empower supervisors to assess and confirm customer knowledge management agent's ability to create reliable content for internal and external usage, and take quick actions to drive measurable knowledge repository improvements that lead to optimal Copilot experiences.

This feature will be automatically available to supervisors using customer knowledge management agent. Based on the autonomous-level preference (semi-autonomous or fully autonomous), supervisors will see a dashboard highlighting the corresponding performances from draft creation to publishing, and the articles' usage by Copilot. Supervisors are also guided to articles that require review and are approaching expiration, so they can act on high-priority articles in a timely manner.

Geographic areas

This feature will be released into the following Microsoft Azure geographic areas:

• Germany
• Norway
• Singapore
• South Africa
• Switzerland
• United Arab Emirates
• US GCC
• US GCC High
• United States
• Europe
• Asia Pacific
• United Kingdom
• Australia
• Brazil
• Canada
• India
• Japan
• France
• Korea