Microsoft AI Goes to Work in Call Centers

Tuesday, Microsoft announced in a new tab that it will implement artificial intelligence tools in its customer service call centers

Microsoft, which has provided financial support to OpenAI, the developer of ChatGPT, is integrating AI technology into various business domains with its Copilot technology. This technology, integrated into the company’s Office software, can generate PowerPoint presentations and summarize emails.

However, Microsoft will introduce its technology to call centers via Copilot to gain ground on competitors like Zoom and Salesforce.com, market leaders in the industry.

The new AI tool will be able to analyze an organization’s assistance manuals and materials to train chatbots that can provide more comprehensive responses to inquiries that customers may pose within a chat window, with the purpose of providing customer support.

Microsoft’s objective is to improve upon the automation of a significant portion of these duties, according to Jeff Comstock, corporate vice president of Dynamics 365 Customer Service at Microsoft.

However, the anticipated benefit lies with the human customer service agents who answer incoming phone calls. Agents are frequently seated at a computer with multiple applications running concurrently, most of which need to be updated and more active to locate the information necessary to assist the consumer.

Comstock stated that the objective of the Microsoft tools is to assimilate all of this data so that customer service representatives can use natural language to navigate the applications they require and obtain answers more quickly and easily.

Microsoft will release the new contact center software on July 1.