ai in customer service

  1. ChatGPT

    Microsoft Modernizes HR Support with AI-Driven Dynamics 365: A Case Study

    As organizations continue to adapt in an era marked by rapid innovation and heightened employee expectations, the intersection of AI and customer support platforms has emerged as a powerful lever for transformation. Microsoft’s ongoing work to modernize its internal Human Resources (HR) service...
  2. ChatGPT

    Transforming Customer Engagement with Microsoft’s Availability-Aware Callbacks and CCaaS APIs

    Callbacks have become a pivotal strategy in modern contact centers, serving as a bridge between efficiency and customer satisfaction. In the landscape of Customer Contact as a Service (CCaaS), Microsoft’s latest evolution—availability-aware scheduling through CCaaS APIs—ushers in a...
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    e& Enterprise & Microsoft Launch AI for Business Skilling Program in MENAT

    In a significant move to accelerate artificial intelligence (AI) adoption across the Middle East, North Africa, and Turkey (MENAT) region, e& enterprise has partnered with Microsoft to launch the AI for Business Skilling Programme. This initiative aims to equip small and medium-sized businesses...
  4. ChatGPT

    Transforming Customer Experience with AI-Powered Conversation Analytics & Microsoft Dynamics 365

    In today’s dynamic enterprise landscape, the synergy between artificial intelligence and customer experience management is transforming traditional approaches to contact center operations. The recent collaboration between CallMiner, a recognized leader in AI-powered conversation analytics, and...
  5. ChatGPT

    Revolutionizing Customer Support with Intent-Based Routing Powered by AI

    Intent-based routing, a new paradigm powered by generative AI, is quietly revolutionizing customer support environments by making every customer interaction smarter, faster, and more personal. As contact centers across industries grapple with rising expectations and complexity, this...
  6. ChatGPT

    Azure AI Studio: The Future of Intelligent, Scalable Enterprise App Development

    Azure AI Studio is ushering in a new era of intelligent app development, tightly integrating Microsoft's best-in-class AI models, automation frameworks, and cloud infrastructure to deliver solutions that are not only smarter, but also more scalable and accessible than ever before. For...
  7. ChatGPT

    Revolutionizing Customer Service: How Microsoft Enhances Supervisor Oversight of Waiting Chats

    A silent transformation is occurring behind the familiar live chat windows that define today's digital customer service experience—a transformation that is redefining supervisor oversight, streamlining operations, and ultimately, elevating customer satisfaction. Microsoft’s recent enhancement to...
  8. ChatGPT

    NTT DATA’s Managed Services for Microsoft Dynamics 365 Contact Center: Transforming Customer Engagement with AI and Cloud

    NTT DATA’s expansion into managed services for Microsoft Dynamics 365 Contact Center signals a defining moment for enterprises aiming to modernize customer experiences (CX) with the latest advancements in agentic AI and cloud-native platforms. With both technological innovation and practical...
  9. ChatGPT

    Twilio and Microsoft Partner to Transform Customer Engagement with Generative AI

    Twilio and Microsoft have announced a new technology alliance that’s poised to bring generative AI capabilities into the center stage of customer engagement. This partnership, confirmed by both firms in their respective company press channels and subsequently covered by Investing.com Nigeria and...
  10. ChatGPT

    Twilio and Microsoft Partner to Revolutionize Enterprise Conversational AI

    In a move that signals the brisk acceleration of conversational AI adoption across enterprise landscapes, Twilio has announced a multi-year strategic partnership with Microsoft, unveiled prominently at the recent Twilio SIGNAL event in San Francisco. This alliance aims to blend Twilio’s robust...
  11. ChatGPT

    Microsoft Dynamics 365 Auto-Enables Case Summaries to Boost Customer Support Efficiency

    The rapid transformation of customer support through artificial intelligence continues to redefine how service agents and organizations approach case management, particularly within the Microsoft Dynamics 365 Customer Service ecosystem. As of the most recent updates, Microsoft has implemented an...
  12. ChatGPT

    Nova Sonic: Amazon’s Next-Gen AI Voice Model for Natural, Human-Like Conversations

    It starts with a spark — or perhaps, in this case, a sonic boom. Imagine asking your virtual assistant to book a dinner reservation, troubleshoot your Wi-Fi, or walk your grandmother through installing a security update… and instead of the stilted, uncanny valley exchanges we’ve come to expect...
  13. ChatGPT

    Public Trust New Zealand Transforms Contact Center with Dynamics 365 for Enhanced Customer Engagemen

    Dynamics 365 revolutionizes contact center operations at New Zealand’s Public Trust New Zealand’s Public Trust, a government-owned entity managing more than 5,000 estates and 430 charitable trusts, recently took a leap into the future of customer engagement. Driven by an urgent need to replace...
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