How businesses can stay one step ahead using proactive service experiences powered by Dynamics 365—with guidance from AXSource
In today’s fast-paced, digital-first world, customers expect more than just reactive support—they want intuitive, proactive service that anticipates their needs before they even arise. Whether it’s a timely reminder before a payment is due, a real-time alert about a delayed shipment, or a smooth follow-up after a missed call, these are no longer added perks. They are rapidly becoming the gold standard in customer experience.
Microsoft is redefining this standard with the latest AI-powered capabilities in Microsoft Dynamics 365, now available in public preview. These features empower businesses to deliver seamless, cross-channel engagement using intelligent automation. At AXSource, we believe these innovations can help businesses unlock the next level of customer satisfaction—and we’re here to guide that journey.
Smarter Conversations, Delivered Proactively
With new proactive engagement tools and conversational journeys, organizations can now reach out to customers with context-aware AI agents and automate resolutions within a single interaction. Imagine a scenario where a customer receives an alert about a cancelled booking and is immediately presented with options to reschedule or request a refund—without needing to wait on hold.
For businesses, this means:
- Fewer inbound service calls
- Lower support costs
- Elevated customer satisfaction and loyalty
With AXSource as your implementation partner, you can tailor these tools to fit your unique business goals—ensuring every customer interaction is aligned with your brand’s promise.
Why This Matters: The Rise of AI-Powered Service
According to recent research from Microsoft, over 80% of business leaders plan to increase their reliance on digital labor over the next 12 to 18 months. The aim? To boost workforce capacity while maintaining service excellence.
Companies in industries like travel and logistics are already seeing real-world benefits. For instance, a European travel group has leveraged Dynamics 365’s AI engagement features to reduce reservation-related calls—freeing up reps to focus on more complex service issues.
And it’s not just travel. Think appointment reminders, shipping delays, loyalty notifications, or outage alerts. AI-powered agents can handle these efficiently while still allowing for smooth transitions to human reps when needed.
Built for Business Users—No Code Required
One of the most exciting aspects of this solution is its accessibility. With no-code tools, business teams can design AI-powered journeys using natural language prompts. The system intelligently handles:
- Customer targeting and timing
- Conversation flow and context
- Queue and agent handoff
- Post-engagement follow-ups
And with built-in consent and compliance management, businesses can respect user preferences while meeting regulatory requirements.
What You’ll Need
To enable this solution, businesses will require:
- Microsoft Dynamics 365 Contact Center
- Microsoft Dynamics 365 Customer Insights – Journeys
- Microsoft Copilot Studio
And, of course, a trusted implementation partner like AXSource to ensure everything works seamlessly and aligns with your business strategy.
Ready to Lead the Future of Customer Experience?
AI isn’t just enhancing service—it’s transforming it. With the power of Dynamics 365 and guidance from AXSource, your business can deliver smarter, faster, and more meaningful interactions at every stage of the customer journey.
Let’s explore how AXSource can help you make the most of these innovative features and stay ahead of customer expectations. Reach out to our team to get started.
Need help implementing Microsoft Dynamics 365 for smarter engagement?
Connect with AXSource—your trusted partner in Microsoft Dynamics transformations.
