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?
Tag: CCAI
Customer Service in the age of 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?
