{"id":2167,"date":"2025-10-15T10:02:07","date_gmt":"2025-10-15T08:02:07","guid":{"rendered":"https:\/\/techlance.ddns.net\/?p=2167"},"modified":"2025-10-15T10:03:05","modified_gmt":"2025-10-15T08:03:05","slug":"uutta-dynamics-365-customer-serviceen-ai-agent-activity-feed-tuo-lapinakyvyytta-ja-hallittavuutta-tekoalyagenttien-toimintaan","status":"publish","type":"post","link":"https:\/\/techlance.ddns.net\/en\/uutta-dynamics-365-customer-serviceen-ai-agent-activity-feed-tuo-lapinakyvyytta-ja-hallittavuutta-tekoalyagenttien-toimintaan\/","title":{"rendered":"Uutta Dynamics 365 Customer Serviceen: AI Agent Activity Feed tuo l\u00e4pin\u00e4kyvyytt\u00e4 ja hallittavuutta teko\u00e4lyagenttien toimintaan"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Asiakaspalvelukeskukset ovat siirtym\u00e4ss\u00e4 vauhdilla kohti <strong>autonomisia, teko\u00e4lyavusteisia toimintamalleja<\/strong>, joissa AI-agentit ratkaisevat asiakastapauksia itsen\u00e4isesti eri kanavissa. T\u00e4m\u00e4 murros tuo mukanaan merkitt\u00e4vi\u00e4 hy\u00f6tyj\u00e4 tehokkuuden ja vasteaikojen kannalta \u2013 mutta samalla my\u00f6s uusia vaatimuksia l\u00e4pin\u00e4kyvyydelle, valvonnalle ja vastuullisuudelle.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Microsoft vastaa t\u00e4h\u00e4n tarpeeseen uudella ominaisuudella: <strong>AI Agent Activity Feed<\/strong>, joka on nyt saatavilla esiversiona (<strong>preview<\/strong>) Dynamics 365 Customer Service -ymp\u00e4rist\u00f6iss\u00e4.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83e\udded <strong>Miksi teko\u00e4lyagenttien toiminnan seuranta on t\u00e4rke\u00e4\u00e4<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Teko\u00e4lyagentit voivat jo t\u00e4n\u00e4\u00e4n:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>ratkaista palvelupyynt\u00f6j\u00e4 ilman ihmisen apua,<\/li>\n\n\n\n<li>hakea tietoja useista j\u00e4rjestelmist\u00e4,<\/li>\n\n\n\n<li>ja hoitaa viestint\u00e4\u00e4 eri kanavissa \u2013 s\u00e4hk\u00f6postista chattiin ja sosiaaliseen mediaan.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">T\u00e4m\u00e4 autonomia kuitenkin tarkoittaa, ett\u00e4 <strong>ihmisvalvojien t\u00e4ytyy pysty\u00e4 seuraamaan ja ymm\u00e4rt\u00e4m\u00e4\u00e4n, mit\u00e4 agentit tekev\u00e4t<\/strong> \u2013 aivan kuten he seuraavat ihmisten toimintaa.<br>Ilman l\u00e4pin\u00e4kyvyytt\u00e4 voi synty\u00e4 riskej\u00e4:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>tietosuojavaatimusten rikkomuksia,<\/li>\n\n\n\n<li>asiakaskokemuksen heikkenemist\u00e4,<\/li>\n\n\n\n<li>tai tilanteita, joissa teko\u00e4ly tekee p\u00e4\u00e4t\u00f6ksi\u00e4, joita ei voida selitt\u00e4\u00e4.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>AI Agent Activity Feed<\/strong> on suunniteltu ratkaisemaan juuri n\u00e4m\u00e4 haasteet.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83e\udde9 <strong>Mik\u00e4 on AI Agent Activity Feed<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Agent Activity Feed<\/strong> on <strong>reaaliaikainen n\u00e4kym\u00e4<\/strong> teko\u00e4lyagenttien toimenpiteisiin. Se tarjoaa tiimeille mahdollisuuden:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>n\u00e4hd\u00e4 <strong>kaikki AI-agentin toimet<\/strong> eri kanavissa (esim. chat, s\u00e4hk\u00f6posti, asiakastapaus),<\/li>\n\n\n\n<li>tarkastella <strong>viestint\u00e4\u00e4 ja teht\u00e4vi\u00e4<\/strong>, joita agentti on suorittanut,<\/li>\n\n\n\n<li>seurata <strong>p\u00e4\u00e4t\u00f6spolkuja ja toiminnan perusteluja<\/strong>,<\/li>\n\n\n\n<li>sek\u00e4 tunnistaa poikkeamat, virheet tai erityist\u00e4 huomiota vaativat tapaukset.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">T\u00e4m\u00e4 antaa palvelup\u00e4\u00e4llik\u00f6ille ja valvojille <strong>t\u00e4yden j\u00e4ljitett\u00e4vyyden (traceability)<\/strong> teko\u00e4lyn tekemist\u00e4 toimenpiteist\u00e4 \u2013 aivan kuten ihmistiimin j\u00e4senill\u00e4.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udd0d <strong>Keskeiset ominaisuudet<\/strong><\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Reaaliaikainen seuranta<\/strong><br>N\u00e4e teko\u00e4lyagentin keskustelut, ehdotukset ja toimet heti niiden tapahtuessa.<\/li>\n\n\n\n<li><strong>Tapauskohtainen konteksti<\/strong><br>Jokainen teko\u00e4lyagentin toimi linkittyy asiakastapaukseen, asiakkaaseen ja kanavaan \u2013 mahdollistaen kokonaisvaltaisen n\u00e4kyvyyden.<\/li>\n\n\n\n<li><strong>Auditointi ja vastuullisuus<\/strong><br>Kaikki agentin suorittamat toimet tallentuvat lokiin, jota voidaan hy\u00f6dynt\u00e4\u00e4 <strong>Purview eDiscovery<\/strong>&#8211; ja <strong>Compliance Center<\/strong> -ty\u00f6kaluissa.<\/li>\n\n\n\n<li><strong>Yhdistetty n\u00e4kym\u00e4 ihmisten ja teko\u00e4lyn toiminnasta<\/strong><br>Agent Activity Feed ei rajoitu vain teko\u00e4lyyn \u2013 se n\u00e4ytt\u00e4\u00e4 my\u00f6s ihmisen ja AI-agentin v\u00e4lisen yhteisty\u00f6n saumattomasti yhdess\u00e4 aikajanassa.<\/li>\n\n\n\n<li><strong>Laajennettavuus ja API-tuki<\/strong><br>Kehitt\u00e4j\u00e4t voivat hy\u00f6dynt\u00e4\u00e4 rajapintoja (APIs) integroidakseen toiminnanvalvonnan muihin hallinta- ja raportointij\u00e4rjestelmiin.<\/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\">\ud83d\udee1\ufe0f <strong>L\u00e4pin\u00e4kyvyys lis\u00e4\u00e4 luottamusta<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yksi suurimmista esteist\u00e4 teko\u00e4lyn laajalle k\u00e4yt\u00f6lle asiakaspalvelussa on <strong>luottamus<\/strong>.<br>Asiakkaat ja organisaatiot haluavat varmistaa, ett\u00e4:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>teko\u00e4ly toimii s\u00e4\u00e4nt\u00f6jen ja ohjeiden mukaisesti,<\/li>\n\n\n\n<li>se ei k\u00e4yt\u00e4 tai jaa tietoja v\u00e4\u00e4rin,<\/li>\n\n\n\n<li>ja ett\u00e4 jokainen toimi voidaan tarvittaessa selitt\u00e4\u00e4 j\u00e4lkik\u00e4teen.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>AI Agent Activity Feed<\/strong> toimii \u201cmustana laatikkona\u201d teko\u00e4lylle \u2013 se tuo n\u00e4kyvyyden teko\u00e4lyagentin p\u00e4\u00e4t\u00f6ksiin ja luo pohjan <strong>vastuulliselle ja l\u00e4pin\u00e4kyv\u00e4lle teko\u00e4lyn k\u00e4yt\u00f6lle<\/strong>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">\u2699\ufe0f <strong>K\u00e4ytt\u00f6\u00f6notto ja seuraavat vaiheet<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Agent Activity Feed on nyt saatavilla <strong>esiversiona (preview)<\/strong> Microsoft Dynamics 365 Customer Service -ymp\u00e4rist\u00f6iss\u00e4.<br>Organisaatiot voivat ottaa sen k\u00e4ytt\u00f6\u00f6n seuraavasti:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Aktivoi <strong>AI Agent Activity Feed<\/strong> Customer Service -sovelluksessa.<\/li>\n\n\n\n<li>M\u00e4\u00e4rit\u00e4, mit\u00e4 teko\u00e4lyagentteja ja kanavia halutaan seurata.<\/li>\n\n\n\n<li>K\u00e4yt\u00e4 raportointin\u00e4kym\u00e4\u00e4 seurataksesi teko\u00e4lytoimintaa reaaliaikaisesti.<\/li>\n\n\n\n<li>Hy\u00f6dynn\u00e4 lokitietoja auditoinnissa ja laadunvarmistuksessa.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Microsoft aikoo laajentaa ominaisuutta tulevissa julkaisuissa my\u00f6s muihin Copilot- ja AI-agenttialustoihin, kuten <strong>Field Service<\/strong> ja <strong>Sales<\/strong>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udcac <strong>Yhteenveto<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Teko\u00e4lyagentit muuttavat asiakaspalvelun toimintamallin \u2013 ja <strong>AI Agent Activity Feed<\/strong> varmistaa, ett\u00e4 muutos tapahtuu hallitusti ja l\u00e4pin\u00e4kyv\u00e4sti.<br>Se antaa organisaatioille v\u00e4lineet:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>seurata teko\u00e4lyn p\u00e4\u00e4t\u00f6ksi\u00e4,<\/li>\n\n\n\n<li>varmistaa vastuullisuuden ja tietosuojan,<\/li>\n\n\n\n<li>ja rakentaa luottamusta asiakkaiden ja ty\u00f6ntekij\u00f6iden v\u00e4lill\u00e4.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Microsoftin mukaan t\u00e4m\u00e4 on t\u00e4rke\u00e4 askel kohti <strong>autonomisia, mutta valvottuja contact centereit\u00e4<\/strong>, joissa ihminen ja teko\u00e4ly ty\u00f6skentelev\u00e4t rinnakkain saumattomasti.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>","protected":false},"excerpt":{"rendered":"<p>Asiakaspalvelukeskukset ovat siirtym\u00e4ss\u00e4 vauhdilla kohti autonomisia, teko\u00e4lyavusteisia toimintamalleja, joissa AI-agentit ratkaisevat asiakastapauksia itsen\u00e4isesti eri kanavissa. T\u00e4m\u00e4 murros tuo mukanaan merkitt\u00e4vi\u00e4 [&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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