Dynamics 365 Customer Service: Manage intraday operations with AI agent Beta
Data as of 2 hours ago (26 October 2026)
Description
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.
Change history
Added to the roadmap 20 October 2026. Tracked here since 21 October 2026. Earliest target we recorded: March 2027 (since tracked — Microsoft may have moved it before we started watching).
Nothing has changed on this item since tracking began on 21 October 2026. Changes appear here as Microsoft updates the feed.