Microsoft Dynamics 365 Routing - subscription license - 1 license

The intelligent routing service in Customer Service uses a combination of AI models and rules to assign incoming service requests from all channels (cases, entities, chat, digital messages, and voice) to the best-suited agents. The assignment rules take into account customer-specified criteria, such as priority and autoskills matching. The routing service uses AI to classify, route, and assign work items automatically, thereby eliminating the need for constant queue supervision and manual work distribution to offer operational efficiencies for organizations.