Innovating service with AI: The agentic future of customer engagement

Service delivery models evolving at unprecedented speed, customer expectations are rising while operational complexity and workforce challenges continue to grow.

Join Microsoft for a visionary session that explores how Microsoft Dynamics 365 is redefining service delivery through agentic AI—empowering organizations to deliver faster, smarter, and more personalized customer experiences at scale.

This session will introduce the concept of agentic service—a new model where AI agents, Copilot, and human teams work together to orchestrate and resolve service interactions across every channel and touchpoint. You’ll discover how Dynamics 365 solutions—including:

• Dynamics 365 Customer Service
• Dynamics 365 Contact Center
• Dynamics 365 Field Service

…are helping organizations:

• Deliver seamless, omnichannel experiences with AI-powered self-service and intelligent routing.
• Empower service reps and technicians with real-time insights, Copilot-guided workflows, and unified customer views.
• Automate repetitive tasks and entire service processes with autonomous AI agents—freeing teams to focus on high-value work.
• Drive operational efficiency, reduce costs, and scale service capacity without increasing headcount.

Whether you’re looking to modernize your contact center, optimize field operations, or unify your service stack, this session will equip you with the insights and roadmap to lead your organization into the future of AI-powered service.