Artificial intelligence is fundamentally reshaping how contact centers engage with customers. With the advanced AI capabilities built into Microsoft Dynamics 365 Customer Service, organizations can manage customer interactions across all channels, including voice, email, chat, chatbots, and social media.
Join us to discover how AI is embedded directly into the tools used by agents and supervisors, helping optimize Contact Center performance from end to end.
What You Will Learn:
Understanding AI in the Microsoft Contact Center
Explore AI capabilities designed for agents, including real-time transcription, automatic interaction summaries, real-time response suggestions, intelligent knowledge base search, and automated case routing.
Transforming Customer Engagement with AI
Reduce handling times, improve first-contact resolution rates, automate repetitive tasks through virtual agents and copilots, and ensure continuous monitoring of customer satisfaction.
Boosting Agent and Supervisor Productivity
Free your teams from low-value tasks through intelligent automation, including request qualification, assisted response drafting, and real-time customer sentiment analysis.
Driving Performance with Predictive Analytics
Gain real-time visibility into Contact Center performance with intraday monitoring, volume forecasting, identification of recurring customer pain points, and intelligent dashboards for supervisors.
Live Demo: End-to-End Health Insurance Use Case
See how a healthcare reimbursement request is managed from start to finish, from initial submission via email, phone, or customer portal through to final resolution. Discover how Copilot supports agents with automatic case summaries, customer history insights, and response recommendations aligned with policy coverage.
This session is particularly relevant for:
- Contact Center and Customer Service Leaders
- Customer Engagement and Customer Experience Managers
- Chief Information Officers (CIOs) and IT Directors
- Digital Transformation Leaders
- Data & AI Leaders
Reserve your place today and discover how AI can turn your Contact Center into a powerful driver of customer satisfaction and operational excellence.