Microsoft introduces AI tools for customer service call centers
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Microsoft announced on Tuesday the launch of new artificial intelligence (AI) tools aimed at enhancing customer service call centers. Microsoft’s Copilot technology is used in Office software to summarize emails and create PowerPoint slides, and it is now being introduced in call centers. Microsoft aims to compete with leading companies like Salesforce.com and Zoom in this competitive market. Also Read: Azure AI Emerges as Star Performer, Boosting Microsoft’s Cloud Growth The new AI tools are intended to enhance the quality and productivity of customer support operations. They will allow them to learn the company’s help manuals and resources to train chatbots to respond more appropriately and effectively to customers’ questions. This improvement extends current automated systems, with the objective of improving their efficiency. Microsoft says the new AI software will launch in July Jeff Comstock, the corporate vice president of Dynamics 365 Customer Service at Microsoft, said the impact on human agents is positive. These agents usually deal with several outdated and slow applications while attending to the customers. Source: US Today Microsoft’s new tools will integrate this information, which will enable agents to use natural language to access required applications, thereby increasing the efficiency of the process. The tech giant stated that this new contact center software is expected to be released on July 1. “The service space is, unfortunately, just rife with toil and drudgery. There are 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, and so, our goal is to help them in the flow of work to reduce that toil and drudgery.” Jeff Comstock AI advancements drive job cuts at Azure Cloud Unit This announcement comes at a time when Microsoft has reportedly laid off numerous employees in its Azure…
Filed under: News - @ June 4, 2024 10:24 pm