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    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...
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    • ai and data privacy ai in customer service ai technology adoption ai training and bias ai workflow automation ai workload management ai-driven support contact centers customer journey optimization customer satisfaction customer support future of customer service generative ai intent discovery intent-based routing microsoft customer intent agent multi-channel support operational efficiency personalized customer experience scalable contact solutions
    • Replies: 0
    • Forum: Windows News
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    Microsoft Retires Smart Assist for AI-Powered Copilot in Dynamics 365

    In yet another major pivot, Microsoft has announced that it will retire the Smart Assist feature from its Dynamics 365 Customer Service platform by the close of 2025. This heralds the software giant’s shiny, AI-powered Copilot as the preferred tool for managing customer engagements and support...
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    • ai contact centers copilot customer service dynamics 365 microsoft smart assist technology updates
    • Replies: 1
    • Forum: Windows News
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    Microsoft Dynamics 365 Deprecates USD: Transition to Customer Service Workspace

    In a move that echoes the tech industry's relentless dance of innovation and obsolescence, Microsoft Dynamics 365 has announced the deprecation of its Unified Service Desk (USD) application with CRM Online. The USD, a long-standing tool that has facilitated customer service interactions, is on...
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    • ai integration contact centers customer service customer service alternatives customer service workspace cybersecurity dynamics 365 usd microsoft microsoft dynamics 365 software migration unified service desk
    • Replies: 1
    • Forum: Windows News
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    Transforming Customer Experience with Azure and Microsoft Teams Contact Centers

    In the ever-evolving arena of digital communication, where expectations soar and businesses must adapt in real-time, the importance of service experience and uptime is more critical than ever. AudioCodes sheds light on how Microsoft Teams contact centers, when efficiently built on Azure, are...
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    • azure azure communication services communication services contact centers customer experience microsoft teams uptime voca cic
    • Replies: 1
    • Forum: Windows News
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