How Purpose-Built AI Agents Are Helping Customer Service Teams Do More With Dynamics 365
Customer expectations keep rising faster responses, personalized support, and seamless experiences across every channel. At the same time, customer service teams are being asked to improve results without adding headcount or increasing costs.
At Stoneridge Software, we work with organizations across manufacturing, distribution, professional services, and the public sector that are navigating this tension every day. Microsoft is addressing it directly in Dynamics 365 Customer Service with four new purpose-built AI agents designed to support customer service representatives by reducing manual work, accelerating case resolution, and improving service quality without replacing the human element that customers still value most.
Below, we break down how each of these agents helps customer service reps work smarter, resolve issues faster and how we commonly see them used in real Stoneridge customer scenarios.
Customer Intent Agent: Get to the Root of the Issue Faster
Understanding why a customer is reaching out is often the biggest hurdle in resolving a case. The Customer Intent Agent uses generative AI to analyze historical cases and live conversations, helping identify customer intent early in the interaction.
How it helps customer service representatives
- Identifies common and emerging customer intents from prior cases and conversations
- Detects intent in real time across chat, email, and voice channels
- Recommends relevant knowledge articles based on the detected intent
Why it matters
When intent is clear from the start, representatives spend less time clarifying and more time resolving. Customers feel understood faster, which builds confidence and improves overall satisfaction.
Stoneridge customer scenario
A manufacturing company supporting dealers and field technicians receives high volumes of inbound emails and chats related to warranty claims, replacement parts, and shipment delays.
With the Customer Intent Agent:
- Incoming requests are automatically categorized by intent
- Reps are guided immediately to the correct resolution path and knowledge
- Fewer cases are misrouted or incorrectly prioritized
Result: Faster triage, improved first-contact resolution, and more consistent handling across the service team.
Business impact
- Faster time to resolution
- More consistent case classification
- Reduced escalations and rework
This agent continuously improves as it processes more interactions, helping service teams keep pace with changing customer needs.
Case Management Agent: Reduce Administrative Work Across the Case Lifecycle
Service reps want to focus on customers not data entry. The Case Management Agent helps by automating many of the administrative tasks that slow agents down throughout the case lifecycle.
How it helps customer service representatives
- Automatically creates cases from incoming emails, chats, or conversations
- Populates and updates case fields using data pulled from interactions
- Tracks follow-ups and supports consistent case progression through to resolution
Why it matters
By removing much of the manual effort involved in case management, representatives can stay engaged with customers and focus on problem-solving instead of paperwork.
Stoneridge customer scenario
A distribution company supports hundreds or even thousands of customers through a small service team handling order issues, returns, and billing questions.
With the Case Management Agent:
- Cases are created automatically from inbound emails and digital channels
- Key details like order number, product, and customer are populated for the rep
- Follow-ups and status updates happen consistently without manual reminders
Result: Lower handling times, fewer errors in case records, and more capacity without adding staff.
Business impact
- Lower average handling and wrap-up time
- More complete and consistent case records
- Faster movement from case creation to closure
Organizations maintain control through configurable, human-in-the-loop rules to align the agent’s behavior with business processes and compliance requirements.
Customer Knowledge Management Agent: Turn Real Resolutions Into Reusable Knowledge
Knowledge is one of the most powerful tools a service team has but only if it’s accurate and up to date. The Customer Knowledge Management Agent helps keep knowledge current by learning directly from resolved cases.
How it helps customer service representatives
- Identifies gaps in existing knowledge based on resolved cases
- Automatically creates or updates knowledge articles using real-world resolutions
- Supports consistent, compliant knowledge across service teams
Why it matters
Reps gain access to proven, relevant solutions that reflect how issues are being handled today not how they were handled months ago. Customers benefit from faster, more accurate answers.
Stoneridge customer scenario
A professional services organization sees the same support questions resurface as new employees join or products evolve.
With the Customer Knowledge Management Agent:
- Successful case resolutions are turned into draft knowledge articles automatically
- Knowledge stays aligned with how issues are actually solved
- New and existing reps rely less on word-of-mouth or individual expertise
Result: Faster onboarding, stronger self-service, and more consistent answers across the team.
Business impact
- Faster resolutions through better knowledge availability
- Reduced reliance on individual or tribal knowledge
- Stronger self-service outcomes for common issues
Over time, this agent helps organizations scale service operations without sacrificing quality.
Quality Evaluation Agent: Improve Service Quality Without Slowing Teams Down
Quality management is essential but manually reviewing interactions limits scale and consistency. The Quality Evaluation Agent uses AI to assess customer interactions against supervisor-defined criteria.
How it helps customer service representatives
- Evaluates a broader set of interactions than traditional sampling
- Applies consistent evaluation standards across channels and agents
- Surfaces targeted coaching opportunities without interrupting live work
Why it matters
Higher-quality interactions lead to clearer communication, better outcomes, and fewer repeat contacts all without adding pressure during live customer engagements.
Stoneridge customer scenario
A public sector organization must maintain consistent service quality and compliance across a growing support team.
With the Quality Evaluation Agent:
- Interactions are evaluated consistently without manual scoring
- Supervisors focus coaching where it has the most impact
- Quality standards are enforced without slowing agents down
Result: Improved service consistency, better coaching, and higher customer satisfaction.
Business impact
- Reduced manual QA effort for supervisors
- Faster identification of training needs and systemic issues
A More Supportive, Scalable Customer Service Model
Together, these four purpose-built agents support the entire service lifecycle—from understanding customer intent, to managing cases, to capturing knowledge, to improving quality over time. Importantly, they are designed to augment customer service representatives, not replace them.
For service teams, this means less manual work and more time focused on customers. For organizations, it means faster resolutions, improved customer satisfaction, and the ability to scale service operations more efficiently.
At Stoneridge Software, we help organizations evaluate, implement, and optimize Dynamics 365 Customer Service to ensure these capabilities are aligned with real-world processes and measurable outcomes.
If you’re exploring how AI-enabled service capabilities can support your customer service goals, our team is happy to help you understand what’s possible—and what makes sense—for your organization.
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