customer service ai

On July 7, 2026, Microsoft published a customer story describing how Sirva, a U.S.-based global mobility services company, moved its post-merger relocation operations onto Dynamics 365 Contact Center, Copilot Studio, Power Apps, Power Automate, Azure Communication Services, and Power BI. The...

What CIOs Are Most Looking to Replace with AI Today The new enterprise software battle is no longer about whether AI will change the stack. It is about which categories CIOs are now willing to rip out, which ones they will merely augment, and which ones still feel too embedded to touch. A March...

Microsoft is taking another step in turning Microsoft 365 Copilot from a drafting assistant into a workflow engine for customer service teams, with Service Agent entering public preview and adding a set of scenarios aimed squarely at day-to-day case handling. The new capabilities focus on case...

The past week’s headlines around generative AI read like a high-stakes triage: national security and corporate ethics colliding at the Pentagon’s highest levels, a practical new class of malware tradecraft that weaponizes trusted AI assistants, and a sobering market forecast from Gartner that...