Microsoft Expands AI in Customer Service Call Centers

On Tuesday, Microsoft announced that it will be giving customer service call centres new AI tools.

OpenAI, the company that made ChatGPT, has gotten help from Microsoft. Microsoft is now using AI in a number of business areas with its Copilot technology, which comes with its Office software and can summarise emails and make PowerPoint slides.

Taking Copilot to call centres, on the other hand, will put Microsoft’s technology in a field where it is not the leader. The company hopes to gain ground against competitors like Salesforce.com and Zoom. The new AI tool will be able to read through a company’s help files and other materials to teach chatbots better ways to answer questions that customers might ask in a chat window. Jeff Comstock, corporate vice president of Dynamics 365 Customer Service at Microsoft, said that the company wants to make the automated tasks better. Many of those tasks are already automated.

It’s expected that human customer service reps who answer the phone will really benefit, though. Those agents are usually at a computer with a lot of old, slow programmes open at the same time, trying to find the information they need to help the customer. Comstock said that the Microsoft tools will try to store all of that data so that customer service reps can use natural language to find the apps they need and get answers more quickly and easily. The new contact centre software from Microsoft will be out on July 1.