Microsoft's Three New AI Agents are Value Adds for Healthcare Call Centers

Being on the phone is hard enough

And if you’ve ever worked in a call center, you know exactly what I mean.

When someone calls in about a denied claim, you’re not just dealing with systems. You’re dealing with people...people who are frustrated, confused, maybe even scared. Your job is to support them with empathy and clarity, even if the news isn’t good.

But it’s hard to show up as your best self when your first 90 seconds are spent clicking through tabs, copying and pasting member IDs, and trying to remember which form goes with which workflow.

That’s why I’m so encouraged by what #Microsoft just launched inside #Dynamics365 Contact Center. They introduced three new #AI #agents designed to support the human side of customer service, not replace it. Let’s start with the Case Management Agent

1. Case Management Agent

Instead of manually creating a case mid-call, the Case Management Agent does it for you. It auto-generates the case using customer history and the call transcript, pre-fills key fields, and gives you a Copilot-powered summary. It can even tee up Teams chats with other departments if you need help in the moment. That means less screen-hopping, and more time to actually talk to the member.

So when someone calls about a denied claim, and maybe it applied to their deductible, you’re not scrambling to find the policy or the claim ID. You’re grounded. Present. Focused on being helpful. And that makes all the difference.

This isn’t just about digitizing the contact center. It’s about making it more human. That’s why I believe in Dynamics 365 Contact Center and what Microsoft is building here.

Being on the phone is hard enough. We owe it to our frontline teams and the people they serve to finally give them the tools to do the job right.

At ps Hummingbird, that’s the heart of our work: empowering our customers to do more with Dynamics and the Power Platform. We’re here to help reimagine what #CustomerService can be, one real-world challenge at a time.

2. Customer Intent Agent

Let's dig into something near and dear to anyone who's worked in a call center: understanding what customers actually want.

A day in the life

When I was a CSR in a healthcare call center, every month included an awkward yet invaluable ritual: call coaching. Sitting down with your supervisor and replaying an entire customer conversation end-to-end was uncomfortable (no one likes listening to their own voice)! But the clarity it provided was unmatched. You realized the subtle difference between what the customer asked and what you heard in the moment.

Back then, capturing customer intent was manual and limited. Each case got exactly one intent. But how many calls are about just one thing? A caller might explicitly ask about a denied claim, but beneath that could be anxiety about affording treatment, frustration over confusing deductibles, or uncertainty around accessing care, and accumulators, and exclusions, and so on.

When I was a Call Center Operations Manager, I relied on heavily on intent categorization to spot major issues early. In fact, customer service is often the first place an outage or system issue surfaces. The quicker you spot trends, the faster you can respond. But without accurate, comprehensive intent tracking, important signals get missed.

That’s why I’m excited about the Dynamics 365 Customer Intent Agent

It automatically identifies and categorizes multiple customer intents from conversations in real time and lets the rep know what to do next. Instead of manually tagging cases or combing through historical data, your frontline team can immediately see what’s really driving calls and reps can focus fully on listening, connecting, and providing meaningful support.

This isn't about digitizing the contact center for the sake of technology. It’s about making customer interactions more human, and empowering CSRs to do more. And that’s the kind of digital transformation my colleagues Jonathan Yundt, Noel Thompson, PMP, FTRSA and I deliver every day at ps Hummingbird.

3. Knowledge Management Agent

Every Customer Service Rep deeply understands the need to access and share accurate knowledge with their customer.

Years ago, I was representing our CS team in a meeting when a health plan VP noticed me referencing a policy. She nodded approvingly and said, "Of course, just like a great CSR, Nick is using his resources."

She was right. In a healthcare call center, having accurate, up-to-date Desk Procedures isn't optional. It's mission critical. Policies and processes constantly evolve. CSRs need instant clarity on how to handle calls correctly, whether it's updating an address, changing a PCP, or explaining a complicated denial. The stress is real: reps navigate documents that can be 30 pages long while keeping a frustrated or anxious caller reassured and informed. And don't forget to check-in and manage those hold times (something I always struggled with personally)!

When knowledge isn't accessible or updated, it doesn't just create longer hold times or lower quality scores, it breaks trust. There's nothing worse for a customer than receiving conflicting answers on consecutive calls. ("But the last rep told me something totally different!")

In our consulting at ps Hummingbird, I see organizations struggle with the manual burden of keeping desk procedures current, especially as they try to leverage powerful new tools like Copilot for natural-language knowledge retrieval.

That’s why the Dynamics 365 Customer Knowledge Management Agent excites me most. It continuously identifies gaps, auto-updates procedures, and even creates new content based on how reps solve actual cases. Instead of scrambling reactively to outdated documents or relying on institutional knowledge that never gets documented, this AI agent proactively generates accurate, compliant, human-reviewed content.

Value adds:

• Trust: Members get consistent, accurate answers the first time.

• Compliance: Automated updates stay aligned with changing regulations and procedures.

• Efficiency: CSRs spend less time searching and more time helping customers.

• Proactive knowledge: The system helps you document previously undocumented fixes and solutions, rapidly turning one-off escalations into reliable, reusable procedures.

This agent doesn't just help reps use their resources. It helps improve them. And in healthcare, accurate, accessible information isn't just good customer service; it directly impacts people’s health, care, and trust in their benefits.

This isn't automation for automation's sake. It’s technology that helps frontline teams deliver what customers truly need: empathy, reliability, and trust.

I believe deeply in this potential to empower our customers to do more, and I’m thrilled to see what healthcare organizations can achieve with Dynamics 365 and Microsoft Copilot.