Dynamics 365 Customer Service
The best service experience is the one your customer never needs to initiate. Dynamics 365 Customer Service with proactive AI agents detects issues before customers notice them, resolves common problems autonomously, and empowers your team with real-time intelligence when human touch is needed.
Service That Anticipates Every Need
Four AI capabilities that transform your contact centre from a cost centre into a loyalty engine.
Proactive Service Agents
AI monitors product telemetry, order statuses, and account health in real time. When it detects an issue -- a delayed shipment, a subscription about to lapse, a product error -- it proactively reaches out to the customer with a resolution before they even realise there is a problem. Service becomes invisible.
AI-Powered Case Routing
Every case is routed to the right agent with the right skills at the right time. AI analyses case content, customer history, agent expertise, current workload, and even customer language preferences to make routing decisions in milliseconds. Complex cases go to specialists; simple ones go to AI agents that resolve them instantly.
Real-Time Sentiment Analysis
AI reads the emotional temperature of every interaction -- live chat, email, phone call -- in real time. When sentiment turns negative, supervisors are alerted instantly with context and suggested interventions. Agents receive real-time coaching on tone and approach. Escalations happen before frustration, not because of it.
Knowledge-Powered Resolution
Copilot surfaces the exact knowledge article, resolution step, or past case reference that agents need -- instantly. No more searching through knowledge bases during a live call. AI also identifies gaps in your knowledge base and automatically drafts new articles from successful resolutions.
Service Outcomes Customers Feel
Measurable results from organisations running proactive, AI-powered customer service with Pargesoft.
Proactive issue detection and sentiment monitoring reduce customer churn risk by 40%.
Case creation, routing, knowledge lookup, and first-response drafting -- 92% of service tasks run without human intervention.
AI self-service resolution and intelligent routing reduce cost per case by 30% while improving satisfaction scores.
Our service accelerator deploys omnichannel customer service with AI agents and full integrations in as few as 12 weeks.
400+ Dynamics 365 deployments across B2B and B2C service environments give us deep expertise in every service model.
AI-assisted agents resolve cases 65% faster with Copilot-powered knowledge surfacing and automated workflows.
Your Path to Proactive Service
From reactive call handling to anticipatory service that builds loyalty and reduces cost.
Service Diagnostic
We analyse your current service channels, case volumes, resolution times, and customer satisfaction data. You receive a detailed assessment of where AI agents can have the greatest impact on cost and experience.
Proactive Service Design
Our architects design your target service platform -- mapping proactive agent triggers, routing rules, AI resolution workflows, and the omnichannel experience across chat, email, phone, and self-service portals.
Deploy & Train
We deploy Dynamics 365 Customer Service with configured AI models, migrated case data, and trained Copilot agents. Your team receives hands-on enablement to work alongside AI, not against it.
Continuously Improve
Post go-live, AI models learn from every resolution. We tune routing algorithms, expand proactive detection scenarios, and grow your knowledge base autonomously -- driving down cost and up satisfaction with every passing month.
Related Case Studies
Food Traceability Case Study | 100% Compliance, 20% Waste Reduction
How a UK food processor achieved 100% batch traceability compliance and 20% waste reduction with...
Manufacturing AI Case Study | 40% Downtime Reduction
How a £50M UK manufacturer cut unplanned downtime by 40% and saved £2.1M annually with AI-powered...
Retail Unified Commerce Case Study | 120+ Stores, 50% Faster Orders
How a multi-brand UK retailer with 120+ stores unified commerce, inventory, and customer data on...
SAP to Dynamics 365 Migration Case Study | 30% Cost Reduction
How a UK manufacturer migrated from SAP ECC to Dynamics 365 in 12 weeks, achieving 30% cost...