Discovering Azure DevOps and D365 Business Applications
As more users of the Microsoft Dynamics Contact Center become interested in using the first party agents available in the product, they may encounter a common challenge. For e.g. Do they have enough conversations available for the agent to mine intents and intent groups or to populate the forecasting report using historical conversations? Importing conversations … Continue reading Importing Demo Data in the Dynamics Contact Center
Imagine this scenario. You’re a contact center agent on a call with a customer who wants to know why the balance transfer request that was approved hasn’t yet been actioned. You’re able to verify the customer’s details using the 360 degree view of the customer that’s visible in the Microsoft Dynamics Contact Center Agent Workspace. … Continue reading Extending Copilot in Service using Copilot Plugins
In March 2023, Microsoft announced M365 Copilot - a suite of copilots which infused their popular office applications with generative AI. For e.g. Within Outlook - users would be able to summarise emails and also use generative AI to create new emails. Within Teams - users would be able to summarise meetings, generate actions from … Continue reading Copilot Copilot Copilot – Differences between the Service Copilots
AI models are built embedded with the biases already present in the world. The training data natively includes many negative aspects of society which if not checked will continue to be present in new content generated from these models. For e.g a recent now deleted post from Buzzfeed showed AI generated barbies from each country. … Continue reading The Social Impact of AI
One of the cost of using generative AI is an environmental one. With data centres around the world already accounting for one percent of the world’s greenhouse gas emissions, this will only increase with the use of generative AI. As it relates to just search tools (e.g. Bing or Google), Martin Bouchard, cofounder of Canadian … Continue reading The Environmental Cost of Generative AI
I think we all have our opinions on the huge focus on AI right now. I have given it quite a lot of thought which I wanted to share, so I wrote a series of blogs which I will publish and would really welcome a discussion around it. Starting with - How can Gen AI help the customer service experience?
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