Tuesday, May 19, 2026

Unlocking safer customer communications with Data Sensitivity Labels in Email

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Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives ...

Driving empathetic customer conversations with Email Sentiment

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Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand custom...

Copilot Cowork: From conversation to action across skills, integrations, and devices

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Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you. The post Copilot Cowork: From con...

The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation

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AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to bu...
Monday, May 11, 2026

Introducing Consent‑Based Recording for Voice Agents and CSR Interactions in Dynamics 365 Contact Center

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Consent-Based Recording in Dynamics 365 Contact Center captures caller consent early and enforces it across voice AI and agent interactions ...
Wednesday, May 6, 2026

From intelligence to impact: How agentic AI is reshaping today’s supply chain

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As supply chains become more dynamic, the way work gets done and operations are run is changing, and agentic AI is at the forefront. The po...

Run case enrichment simulation to assess AI prediction quality in Dynamics 365 Customer Service 

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The Case Management Agent in Dynamics 365 Customer Service empowers admins to measure AI‑powered field prediction accuracy against real orga...