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Microsoft Brings AI Innovation to Customer Service Call Centers

Microsoft is introducing AI tools for customer service call centers. The AI technology, called Copilot, will enhance customer support by training chatbots with better answers. The tools will also assist human customer service agents in navigating multiple applications more efficiently.

This move includes the use of Copilot technology, which can summarise emails and generate PowerPoint presentations as part of Microsoft's Office software package.


Microsoft's move into call centres intends to challenge leading firms such as Salesforce.com and Zoom. The company's new AI tool will improve customer service by evaluating its assistance guides and materials. This will allow chatbots to respond more accurately and efficiently to client concerns in chat windows. While many support jobs are already automated, Microsoft's goal is to increase their effectiveness.


However, the main benefit of this AI invention is that it helps human customer support personnel handle phone calls. These agents frequently have the task of traversing many obsolete and slow programmes while attempting to assist clients. Microsoft's technologies will aggregate all important information, allowing agents to access appropriate apps using natural language, resulting in faster and more convenient access to answers.


Jeff Comstock, Corporate Vice President of Dynamics 365 Customer care at Microsoft, recognises the challenges that customer care agents confront, saying, "The service space is, unfortunately, just rife with toil and drudgery. There's tons of tools, and they have to use lots of processes just to do the most basic sort of tasks. It's a brutal experience." Microsoft's goal is to streamline workflows and reduce the stress of repetitive activities on these agents.


The new contact centre software, which includes Microsoft's AI capabilities, is slated to be ready on July 1st.

 
  • Microsoft is introducing AI tools for customer service call centers.

  • The AI technology, called Copilot, will enhance customer support by training chatbots with better answers.

  • The tools will also assist human customer service agents in navigating multiple applications more efficiently.


Source: REUTERS

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