Dynamics 365 Customer Service: Manage intraday operations with AI agent

Intraday Agent is an autonomous AI agent that helps manage intraday operational scenarios. The following are its high‑level capabilities.

Intraday queue tracking

• Continuously monitors queue volumes in real time.
• Detects anomalies when actual volume deviates significantly from forecasted demand.
• Automatically reforecasts in real time to assess current demand.
• Notifies supervisors with proactive alerts and recommendations.
• Automates corrective actions such as adjusting schedules, rescheduling breaks, or reallocating service representatives to maintain SLA performance.
• Supports customizable instructions to align mitigation actions with business needs.

Intraday adherence tracking

• Monitors service representative adherence to scheduled shift activities in real time.
• Detects deviations such as late logins, extended breaks, or early logouts.
• Autonomously mitigates deviations through actions such as break rescheduling, shift extensions, overtime activation, or flexible channel reassignment.
• Supports customizable instructions to align mitigation actions with business needs.