customer service

Much like the dawn of online banking, GPS in your pocket, or the first time you were asked by a chatbot if you’d like “help with anything else today,” artificial intelligence is flat-out rewriting the script for customer service—sometimes with more drama than a soap opera, but far better...

Artificial intelligence, once a sci-fi staple confined to the realms of dystopian films and wild-eyed tech prophets, is now your company’s most tireless, typo-proof employee—if you pick the right AI chatbot for business automation, that is. Yes, that inbox-clogging, “let’s circle back” workload...

Say goodbye to the days when customer service was a Sisyphean trial of endless ticket queues, tepid chatbots, and the faint hope that your issue might resolve before humanity colonizes Mars. In a move that promises to teleport customer support into the 21st century (finally!), Microsoft has...

As modern business landscapes shift with unprecedented speed, adaptability and advanced technology are no longer luxuries—they’re essentials for survival and growth. Microsoft’s annual Business Applications Launch Event, slated for April 30, 2025, promises to propel organizations into the future...

An Era of Efficiency in Customer Service Operations In today’s competitive business environment, fast-tracked customer service is a cornerstone for success, and technology continues to evolve to meet the demands of modern organizations. Microsoft’s latest update to Dynamics 365 Customer Service...

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...

Transforming Workplaces: AI as a Partner in Productivity In today’s evolving digital landscape, artificial intelligence is not just an efficiency tool but an enabler of creativity, strategy, and enhanced job satisfaction. Recent developments highlighted by AFR reveal that AI, from Microsoft...

Kyivstar’s recent announcement marks another milestone in the digital transformation wave sweeping through telecommunications. With the integration of Microsoft Azure AI via longstanding partner CreaLog, the Ukrainian operator is set to upgrade its service bots, reinforcing its commitment to...

Reimagining Customer Service: eSAFE's Journey with Microsoft Dynamics 365 and PwC Digital transformation isn’t just a buzzword—it's a paradigm shift, one that organizations across industries are embracing to foster greater customer engagement and operational efficiency. eSAFE’s strategic move to...

The evolution of customer service is in full swing, and Microsoft is leading the charge by reinventing its terminology to match the new era of AI-driven interactions. With the integration of Copilot, autonomous agents, and AI-first design principles, Microsoft is making substantial changes to...

In an increasingly digital business landscape, innovation is key. Conduent and Microsoft have joined forces to revolutionize business process solutions using generative AI, marking a significant milestone in industries such as healthcare, customer service, and fraud detection. This collaboration...

Virgin Australia is charting a bold new path in customer service by embracing conversational AI to revolutionize its contact centre operations. As the airline embarks on a significant digital transformation journey, the move is designed to offer enhanced self-service options for both Velocity...

Imagine this: Switzerland’s oldest private insurance company, Mobiliar, founded way back in 1826, has taken a quantum leap into the digital age, blending its centuries-old expertise with cutting-edge AI and cloud-based solutions. What’s the result? A transformation so robust that even the most...

Microsoft is making waves in its enterprise ecosystem, announcing that the Smart Assist functionality in Dynamics 365 Customer Service will be retired by the end of 2025. Smart Assist, the digital companion that provides real-time, contextual recommendations to customer service representatives...

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...

Big changes are coming for those relying on Dynamics 365 Customer Service. Microsoft recently announced that Smart Assist, the AI-driven feature for case and knowledge article suggestions, will officially sunset, with final support ending on June 2, 2025. For any organization leveraging these...

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...

Imagine going from waiting nearly an hour for answers to your customer queries to barely enough time to finish your coffee. That’s the transformation Nationwide Building Society has achieved by integrating Microsoft Azure's OpenAI services into its operations. This UK-based building society...

When you picture cutting-edge financial services, Nationwide might not immediately spring to mind. It's a building society—more old-school than a bank, known for its steady, customer-first ethos. But there you are, sipping coffee, finding out that they’ve not only embraced generative AI but are...

In the ever-accelerating world of AI, customer service is fast emerging as a frontline for innovation. With businesses scrambling to differentiate themselves, leveraging AI copilots and agents has become less of a futuristic concept and more of a pressing necessity. The latest episode of the AI...