Turning Customer Experience Into a Growth Engine
Microsoft Dynamics 365 Blog, April 27,2026
Microsoft announces new agentic AI capabilities across Dynamics 365 and Copilot Studio to automate customer service and sales workflows.
Microsoft has introduced new agentic customer experience (CX) capabilities across Dynamics 365 and Copilot Studio designed to automate routine tasks and free teams to focus on high-value interactions.
Key announcements include real-time voice agents in Copilot Studio, new agents in Dynamics 365 Contact Center (Customer Assist, Quality Assurance, and Service Operations agents), and five new agentic features in Dynamics 365 Sales including the Sales Opportunity Agent and Data Enrichment tools.
These capabilities aim to help organizations transform customer experience into a growth engine by combining AI automation with human judgment and creativity, reducing manual work, and improving deal velocity and customer satisfaction.