{"id":1981,"date":"2025-06-06T08:48:16","date_gmt":"2025-06-06T06:48:16","guid":{"rendered":"https:\/\/techlance.ddns.net\/?p=1981"},"modified":"2025-06-06T08:51:00","modified_gmt":"2025-06-06T06:51:00","slug":"microsoft-on-esitellyt-uuden-sukupolven-asiakaspalveluratkaisun-nimelta-intent-pohjainen-reititys-intent-based-routing-ibr","status":"publish","type":"post","link":"https:\/\/techlance.ddns.net\/en\/microsoft-on-esitellyt-uuden-sukupolven-asiakaspalveluratkaisun-nimelta-intent-pohjainen-reititys-intent-based-routing-ibr\/","title":{"rendered":"Microsoft on esitellyt uuden sukupolven asiakaspalveluratkaisun nimelt\u00e4 intent-pohjainen reititys (Intent-Based Routing, IBR)"},"content":{"rendered":"<p>Microsoft on esitellyt uuden sukupolven asiakaspalveluratkaisun nimelt\u00e4 <strong>intent-pohjainen reititys<\/strong> (Intent-Based Routing, IBR), joka hy\u00f6dynt\u00e4\u00e4 generatiivista teko\u00e4ly\u00e4 parantaakseen asiakaspalvelun laatua ja tehokkuutta. T\u00e4m\u00e4 innovaatio on nyt saatavilla Dynamics 365 Contact Center -alustalla ja sen odotetaan tulevan yleisesti saataville lokakuussa 2025.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Mik\u00e4 on intent-pohjainen reititys?<\/h3>\n\n\n\n<p>Intent-pohjainen reititys on teko\u00e4lypohjainen ominaisuus, joka ohjaa asiakaskyselyt oikealle tukihenkil\u00f6lle tunnistamalla asiakkaan aikomuksen reaaliaikaisesti. T\u00e4m\u00e4 mahdollistaa nopeamman ja tarkemman palvelun, sill\u00e4 asiakkaan tarpeet yhdistet\u00e4\u00e4n suoraan oikeaan asiantuntijaan.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Miten se toimii?<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Aikomuksen tunnistus<\/strong>: Asiakkaan viestint\u00e4 analysoidaan teko\u00e4lyn avulla, joka tunnistaa asiakkaan aikomuksen ja liitt\u00e4\u00e4 sen olemassa olevaan intent-kirjastoon.<\/li>\n\n\n\n<li><strong>Intent-ryhmien muodostaminen<\/strong>: Samankaltaiset aikomukset ryhmitell\u00e4\u00e4n loogisiin intent-ryhmiin, jotka vastaavat tiettyj\u00e4 liiketoiminta-alueita.<\/li>\n\n\n\n<li><strong>K\u00e4ytt\u00e4j\u00e4ryhmien m\u00e4\u00e4rittely<\/strong>: Organisaatiot voivat m\u00e4\u00e4ritell\u00e4 k\u00e4ytt\u00e4j\u00e4ryhmi\u00e4, jotka vastaavat tiettyj\u00e4 intent-ryhmi\u00e4, ottaen huomioon esimerkiksi kielitaidon, alueen ja asiantuntemuksen. <a href=\"https:\/\/learn.microsoft.com\/en-us\/dynamics365\/customer-service\/administer\/configure-intent-based-routing?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">learn.microsoft.com<\/a><\/li>\n\n\n\n<li><strong>\u00c4lyk\u00e4s teht\u00e4vien jakaminen<\/strong>: Asiakaskyselyt ohjataan sopivimmalle tukihenkil\u00f6lle k\u00e4ytt\u00e4j\u00e4ryhm\u00e4n sis\u00e4ll\u00e4, perustuen reaaliaikaisiin tekij\u00f6ihin kuten kapasiteettiin ja saatavuuteen. <a href=\"https:\/\/learn.microsoft.com\/en-us\/dynamics365\/release-plan\/2025wave1\/service\/dynamics365-customer-service\/optimize-customer-service-intent-based-routing?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">learn.microsoft.com<\/a><\/li>\n<\/ol>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Hy\u00f6dyt asiakaspalvelukeskuksille<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Parantunut asiakastyytyv\u00e4isyys<\/strong>: Nopeampi ja tarkempi palvelu lis\u00e4\u00e4 asiakkaiden tyytyv\u00e4isyytt\u00e4.<\/li>\n\n\n\n<li><strong>Tehostunut resurssien k\u00e4ytt\u00f6<\/strong>: Teko\u00e4ly varmistaa, ett\u00e4 tukihenkil\u00f6t k\u00e4sittelev\u00e4t heille parhaiten sopivia kyselyit\u00e4.<\/li>\n\n\n\n<li><strong>Joustava integrointi<\/strong>: Ratkaisu on helposti integroitavissa olemassa oleviin asiakaspalvelualustoihin ja mukautettavissa muuttuviin liiketoimintatarpeisiin. <a href=\"https:\/\/learn.microsoft.com\/en-us\/dynamics365\/release-plan\/2025wave1\/service\/dynamics365-customer-service\/optimize-customer-service-intent-based-routing?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">learn.microsoft.com<\/a><\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Esimerkki k\u00e4yt\u00e4nn\u00f6st\u00e4: Contoso Bank<\/h3>\n\n\n\n<p>Contoso Bank, globaali finanssialan toimija, otti k\u00e4ytt\u00f6\u00f6n intent-pohjaisen reitityksen v\u00e4hitt\u00e4ispankkitoiminnoissaan. He tunnistivat yleisi\u00e4 asiakasaikomuksia, kuten &#8221;Avaa uusi s\u00e4\u00e4st\u00f6tili&#8221; ja &#8221;Ilmoita kadonneesta kortista&#8221;, ja ryhmitteliv\u00e4t ne loogisiin intent-ryhmiin. N\u00e4m\u00e4 ryhm\u00e4t yhdistettiin asiantuntijatiimeihin, mik\u00e4 johti nopeampaan palveluun ja parempaan asiakaskokemukseen. <a href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\/blog\/it-professional\/2025\/05\/29\/intent-based-routing-transforms-customer-support-with-ai\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">microsoft.com<\/a><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">K\u00e4ytt\u00f6\u00f6notto ja konfigurointi<\/h3>\n\n\n\n<p>Intent-pohjaisen reitityksen k\u00e4ytt\u00f6\u00f6notto Dynamics 365:ss\u00e4 edellytt\u00e4\u00e4 Customer Intent Agentin aktivointia ja intent-ryhmien sek\u00e4 k\u00e4ytt\u00e4j\u00e4ryhmien m\u00e4\u00e4rittely\u00e4. Organisaatiot voivat hallita n\u00e4it\u00e4 asetuksia Copilot Service -hallintakeskuksessa. <a href=\"https:\/\/learn.microsoft.com\/en-us\/dynamics365\/release-plan\/2025wave1\/service\/dynamics365-contact-center\/consult-workgroup-queue-using-intent?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">learn.microsoft.com+5learn.microsoft.com+5microsoft.com+5<\/a><\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-wp-embed is-provider-techlance wp-block-embed-techlance\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"wp-embedded-content\" data-secret=\"iUM5GNr9q2\"><a href=\"https:\/\/techlance.ddns.net\/en\/microsoft-dynamics-365\/\">Microsoft Dynamics 365<\/a><\/blockquote><iframe class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; visibility: hidden;\" title=\"&#8221;Microsoft Dynamics 365&#8221; &#8212; Techlance\" src=\"https:\/\/techlance.ddns.net\/microsoft-dynamics-365\/embed\/#?secret=XU95m6XtPS#?secret=iUM5GNr9q2\" data-secret=\"iUM5GNr9q2\" width=\"500\" height=\"282\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe>\n<\/div><\/figure>\n\n\n\n<p><\/p>","protected":false},"excerpt":{"rendered":"<p>Microsoft on esitellyt uuden sukupolven asiakaspalveluratkaisun nimelt\u00e4 intent-pohjainen reititys (Intent-Based Routing, IBR), joka hy\u00f6dynt\u00e4\u00e4 generatiivista teko\u00e4ly\u00e4 parantaakseen asiakaspalvelun laatua ja [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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