In this episode of Mastering AI with the Experts, I sit down with Marcus Schmidt, Principal Program Manager at Microsoft, to explore how AI is revolutionizing customer service and contact centers. Whether you're new to AI or looking to optimize your current operations, this conversation is packed with insights on transforming customer experiences and empowering agents.
What you’ll learn in this video (with timestamps):
0:00 - Introduction to Marcus Schmidt and his role at Microsoft
0:34 - How AI and Dynamics 365 address challenges in customer service
2:27 - Key differences between customer service and contact center tools
4:04 - How generative AI transforms customer service operations
7:10 - Reducing agent workload and increasing efficiency with AI-powered Copilot
9:30 - Business outcomes: Measurable ROI with AI in customer service
12:00 - AI's role in transforming the customer service agent's job in 3-5 years
17:25 - Microsoft's infrastructure behind AI-powered customer service tools
20:00 - Grounding AI in trusted data to reduce hallucinations
24:00 - How Copilot Studio enables customization and scalability for enterprises
26:05 - Customer success stories: Lenovo’s 20% improvement in handle times
30:41 - AI as a tool to empower agents, not replace them
31:52 - Best practices for organizations starting with AI in customer service
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