Discover the ideal Microsoft product for implementing conversational AI to improve customer interactions on company websites before agent contact. Learn about Omnichannel for Customer Service and its benefits.
Table of Contents
Question
A company interacts with customers on the company website.
The company wants to improve the customer experience by using conversational AI to filter information before the agent is contacted.
You need to recommend a product that meets the requirement.
Which product should you recommend?
A. Microsoft Teams
B. Dynamics 365 Customer Voice
C. Omnichannel for Customer Service
D. Microsoft Power Automate
Answer
C. Omnichannel for Customer Service
Explanation
Omnichannel for Customer Service is the most suitable product to recommend for improving customer experience using conversational AI on a company website. Here’s why:
- Conversational AI capabilities: Omnichannel for Customer Service includes built-in AI-powered virtual agents (chatbots) that can engage with customers in natural language conversations. These virtual agents can handle initial customer inquiries, filter information, and provide immediate responses to common questions.
- Website integration: It’s designed to seamlessly integrate with company websites, allowing businesses to implement AI-driven chat interfaces directly on their web pages.
- Information filtering: The AI-powered virtual agents can effectively filter and categorize customer inquiries before routing them to human agents when necessary. This helps in prioritizing and streamlining customer interactions.
- Improved customer experience: By providing instant responses and filtering information, Omnichannel for Customer Service reduces wait times and ensures that customers receive relevant assistance quickly.
- Seamless escalation: If the AI cannot resolve an issue, it can smoothly transfer the conversation to a human agent, along with the context of the interaction.
The other options are not as suitable for this specific requirement:
A. Microsoft Teams is primarily a collaboration tool for internal communication and is not designed for customer-facing website interactions.
B. Dynamics 365 Customer Voice is a survey and feedback management tool, which doesn’t provide conversational AI capabilities for website interactions.
D. Microsoft Power Automate is a workflow automation tool that can be used to create business processes but doesn’t offer built-in conversational AI for customer interactions on websites.
In conclusion, Omnichannel for Customer Service is the best choice for implementing conversational AI to filter information and improve customer experience on a company website before involving human agents.
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