Meet the AI Agents in Dynamics 365 Customer Insights Journeys
UG Expert Heidi Neuhauser highlights the two AI agents for Customer Insights Journeys, the marketing application.
Key Takeaways
- Customer Insights Journeys agents: Unlike the Dynamics 365 Sales agents and Customer Service agents, Customer Insights Journeys only has two agents. These two have different levels of autonomy, from guided creation to automated optimization. They also have more guardrails compared to the other agents.
- Journey creation agent: This agent proposes a journey that the marketer must review, modify, approve, and publish for it to go live, as nothing created by this agent will go live until the user completes these steps. The journey creation agent is not autonomous; it requires manual intervention at each step in the journey creation process.
- Outreach optimization agent: This agent is autonomous but within defined guardrails. After the user configures a journey, the agent will analyze engagement details, then select preferred send times, schedule emails, and evaluate marketing campaign goals. It doesn’t independently create or launch campaigns but provides valuable insights and recommendations.
- Marketing Agent Decision Matrix: Heidi shares a matrix to help marketers determine which agent is best for their needs. For marketers who need help designing journeys, the journey creation agent is recommended, as it is guided and user-approved. For businesses with existing journeys that need optimization, the outreach optimization agent is suggested, as it offers autonomous suggestions within configured guardrails.
