Microsoft Contact Center Intelligence: New Name, New Experience, or Something Bigger?

Microsoft isn't new to conversational AI. So why Contact Center Intelligence, and why now? If you've been following Microsoft's contact centre journey, you'll know that conversational AI isn't exactly new territory. We've had Azure Bot Service and the Bot Framework, Bot Framework Composer, Power Virtual Agents, Nuance and, more recently, Copilot Studio. Each has played … Continue reading Microsoft Contact Center Intelligence: New Name, New Experience, or Something Bigger? →

Extending Copilot in Service using Copilot Plugins

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 →

Copilot Copilot Copilot – Differences between the Service Copilots

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 →

The Social Impact of AI

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 →

OmniChannel Engagement Hub: Creating a Smart Assist Bot

In this blog, I will do my level best to detail the steps included in creating a smart assist bot that will help agents to schedule appointments for customers they're chatting with. It would be helpful to understand and have knowledge of the Azure Bot Framework, but it absolutely not necessary. Smart Assist bots enable … Continue reading OmniChannel Engagement Hub: Creating a Smart Assist Bot →