Microsoft has announced the introduction of new artificial intelligence tools for customer service call centers, launching a new solution called Dynamics 365 Contact Center. This AI-powered solution is designed to enhance customer interaction with call center agents.
The software giant is expanding its focus on bringing artificial intelligence technology into various business domains through its Copilot service, capable of summarizing email messages and creating presentations in PowerPoint as part of the Office suite.
By integrating Copilot into call centers, Microsoft is entering a new market with hopes of achieving a competitive edge against companies like Salesforce and Zoom.
The new AI tool, developed to search through company support materials and manuals to train chatbot customer support, enabling them to provide relevant answers to potential customer queries during chat sessions.
Microsoft stated that many of these tasks are automated, and the company aims to improve them.
Customer service agents who typically make phone calls are expected to benefit from real benefits.
Usually, these agents sit in front of a computer with multiple applications open simultaneously while trying to find information to assist the customer.
Microsoft’s tools aim to include this information, allowing customer service agents to navigate between the necessary applications in natural language to get responses easily and quickly.
The company said, “Customer service centers face complexity, with many tools requiring team members to perform various processes to carry out essential tasks. We aim to simplify these operations.”
The company highlighted the negative effects of long waiting periods, wrong calls, and ongoing conversations with customers, citing a study that found more than half of unsatisfied customers reduce their spending with the company or seek alternative service providers.
Microsoft clarified that the new Dynamics 365 Contact Center program is expected to be launched on July 1st as a standalone system that can integrate with customer relationship management software.
