Every year more contacts, faster expected answers, the same budget for headcount. Agents close that gap — by taking the routine off the queue, so your people get the cases that actually need a person.
Free, no obligation, no follow-up required.
For years the answer to more volume was more people, better scripts, tighter targets. That model is at its limit — and it is the wrong one, because most of what your team handles never needed a person in the first place.
The goal is not fewer people in service. It is people who spend their day on work that needs a human.
Not a preview and not a prototype. These run in Dynamics 365 Customer Service and Contact Center, and you decide per agent how much autonomy it gets.
Analyses your past conversations and builds a library of the actual reasons people contact you. In a live conversation it recognises the intent, asks the right follow-up questions, pulls the matching knowledge — and can resolve the case itself via your own systems. In chat and on the phone.
Creates the case, fills in the fields, keeps it updated, follows up when the customer goes quiet, and closes it when it is done. All the administrative work your people currently do by hand between conversations.
After a case closes it reads the notes, conversations and emails, checks whether the answer is already documented, and drafts the missing article — with sensitive data removed automatically. The base grows with every case instead of ageing.
Assesses conversations and cases against the criteria your supervisors define — not a sample of two percent, but everything. Coaching stops being a matter of who happened to get listened to.
Microsoft has made the MCP server for Dynamics 365 Customer Service generally available. Model Context Protocol is the open standard for connecting AI agents to business systems — with over ninety service tools, any MCP-capable assistant can read cases, update records, run workflows and use your knowledge base. For you that means two things: you can combine agents from different vendors instead of committing to one, and access rights and data policies stay centrally governed in your own tenant. It is the difference between buying a product and building a capability.
Basis: autonomous service agents in Dynamics 365 Customer Service and Contact Center, generally available since October 2025, further developed in the 2026 release wave 1. The degree of autonomy is configurable per agent, from suggestion-only to fully autonomous handling with escalation to a human. Everything stays inside your own Microsoft tenant. Documentation: Microsoft Learn.
Four inputs. The calculator combines two effects: requests that never reach a person, and shorter handling on the rest.
Handling effort today: —
Model: 25 to 45 percent of the routine share is resolved without a human, handling time on the remainder falls by 15 to 40 percent. As in the Forrester study, only half of the reclaimed time is counted as value — the rest disappears into everyday work. An orientation, not a promise.
Forrester interviewed six people at five organisations running Dynamics 365 Customer Service — in banking, financial services, manufacturing, retail and travel. Between 100 and 1,200 support agents each.
Source: “The Total Economic Impact of Microsoft Dynamics 365 Customer Service”, Forrester Consulting commissioned by Microsoft, March 2024. Modelled figures for a composite organisation with 500 support agents and one billion dollars in revenue. Forrester itself advises readers to run the model on their own numbers — which is exactly what the calculator above and the first conversation are for.
No big-bang project. You will see early whether this holds up — and exactly where.
We go through your contact reasons: what actually comes in, how much of it repeats, where the handovers hurt and how usable your knowledge base really is.
One structured day with your team. Maturity check, live demo of the agents on your own contact reasons, prioritised use cases and a number you can take to the board.
Three to five contact reasons, one channel, measured against resolution rate and handling time. Escalation to a human stays open the whole time. You only scale once it holds.
In service, the decision is not which agent you switch on. It is which contact reasons you are willing to let go of — and which ones you deliberately keep with your people.
More than 25 years in marketing, sales and service, partner at Ambit Group. In the first call you speak with me directly — not with a sales team.
Most service initiatives fail not because of technology, but because nobody agreed which contact reasons may be automated and which must not be. The workshop settles that question — with the agents live.
Contact reasons, resolution paths and the line between agent and human — applied to your own volumes.
To the workshop offeringVoice and digital channels, routing, escalation paths and supervision — including where autonomous voice agents realistically hold up today.
To the workshop offeringFrom copilot to autonomous agent: use cases, data foundation and governance. For when you want to know what holds up and what does not.
Programme as PDFNo pitch, no demo. We go through your contact reasons and I tell you plainly which ones an agent can take over today — and which ones it should not. Just pick a slot.