Microsoft: Trying to Out-Tech Too Early or Right on Time?


Microsoft is integrating AI and IVR technology into their Contact Center solution to improve customer service. However, a Gartner survey found that 64% of customers prefer companies not to use AI in customer service. Customers feel that AI lacks empathy and understanding compared to human agents. Many customers still prefer the simplicity of the DTMF system, which allows them to navigate through menus using a keypad. Microsoft needs to strike a balance between technological innovation and customer comfort by offering a hybrid approach that includes options for speaking to a human agent, interacting with a bot, or using DTMF. It's important for companies to prioritize customer satisfaction and adapt to customer feedback when implementing new technologies.


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