All in on AI: Exploring Microsoft’s AI journey through customer service
Microsoft is using AI solutions like Microsoft Copilot to empower customer service teams to focus on meaningful parts of their jobs. The company recognizes the importance of customer service agents in delivering quality care and aims to improve their experience. The use of generative AI and self-service options for customers helps manage the rising surge in customer inquiries and complex needs. Microsoft Copilot in Dynamics 365 Customer Service enables faster onboarding for new hires and provides real-time assistance and insights for ongoing learning and skill development. It also helps agents find relevant information quickly and reduces mundane tasks, allowing them to focus on complex issues. Overall, AI is seen as a valuable tool for enterprises to create a consistent and differentiated customer experience.
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