customer service

Microsoft announced it will discontinue the Dynamics 365 Unified Service Desk on April 1, 2026, urging affected customers to transition to the more advanced Customer Service workspace, which offers improved features and enhanced experiences before the support ends on June 30, 2028.

Fewer than half of consumers are fully satisfied with financial institutions, emphasizing the critical need for standout customer service and digital experiences, particularly through AI agents, to maintain loyalty as competitive pricing becomes less viable.

Salesforce has partnered with SharkNinja to implement Agentforce and Commerce Cloud, aiming to enhance personalized customer service through autonomous AI agents while facilitating global growth and improving customer engagement across various markets.

Microsoft's recently announced 2025 Release Wave 1 for Dynamics 365, scheduled for April to September 2025, introduces various AI-integrated enhancements aimed at improving user productivity across sales, customer service, finance, supply chain management, and business central applications, while also emphasizing the importance of thorough planning and user training for effective implementation.

A survey by Rootstock reveals that 82% of manufacturers plan to increase their AI budgets for 2025, highlighting a strategic shift towards integrating AI for operational efficiency and competitiveness, emphasizing the need for robust ERP systems to facilitate successful AI adoption.

Oracle has enhanced its Fusion Cloud Service and Field Service with AI-driven features to boost service teams' efficiency, automate the customer service lifecycle, and improve issue resolution through tools like automated service agents, call and chat summarization, and advanced knowledge search for field technicians.

ServiceNow plans to integrate Agentic AI into its platform, introducing Now Assist Skill Kit to enable customers to create and deploy custom GenAI skills, with the first AI agents for Customer Service and IT Service Management expected to improve efficiency and workflow management across various industries starting this November.

When a technical or functional issue pops up in enterprise software, sometimes the best solution is a human touch - an engineer that can tell you exactly what needs to be done to solve the issue, rather than troubleshooting the problem with a chatbot or online knowledge base.

It's easy to understand why some firms may think twice about reaching out to third-party service providers. However, those third-party providers could offer a unique solution to a business' unique issues.