customer service

Microsoft support once used a remarkably simple social trick to calm furious customers: transfer them to a line labelled, to callers, as “Bill Gates’s office,” collect their complaint, and promise a follow-up that began with the words, “Bill Gates asked me to contact you.” The result was the...

Microsoft’s latest push to make contact-center automation more deterministic and scalable is now live: time‑out rules for automatic actions let administrators define time-based triggers that send messages, move conversation state, or close tickets automatically across messaging channels —...

Microsoft’s placement as a Leader in the 2025 Gartner® Magic Quadrant™ for CRM Customer Engagement Center marks a consequential moment for enterprise customer service: the vendor’s product strategy has moved from incremental AI assistant features to a deliberate, agentic-service play built...

Microsoft’s latest Azure outage — coming less than two weeks after a major AWS disruption — exposed a fragile dependency at the heart of modern customer service: when the edge goes dark, millions of customer interactions stop working in minutes. Overview The outage began in the late afternoon...

For Legal & General (L&G), a nearly 200‑year history of handling life’s biggest financial moments is meeting a very modern approach to customer service: a multi‑year collaboration with Microsoft to deploy an AI‑first contact‑center platform built on Microsoft Dynamics 365 Contact Center and...

Cluster Reply’s rapid, Microsoft‑backed rollout for Riverty — delivered into production in just 100 days — marks a clear, practical example of how an AI‑first, human‑centric customer‑service platform can be assembled using Dynamics 365, Dataverse and Microsoft Copilot tooling while remaining...

Cluster Reply and Riverty this week unveiled an accelerated, Microsoft-backed omnichannel customer service platform that Riverty says was built as an AI‑first, human‑centric solution and delivered in just 100 days—a production deployment that consolidates voice, chat and email into a single...

Cluster Reply and Riverty this week announced a fast-tracked, Microsoft-backed omnichannel customer service platform delivered in just 100 days — a deployment designed as an AI‑first, human‑centric customer service foundation that consolidates voice, chat and email into a single Dynamics 365...

Cluster Reply and Riverty this week unveiled a fast-tracked, Microsoft-backed omnichannel customer service platform that Riverty says was delivered in just 100 days and built to be AI-first while keeping human empathy at its core. The rollout consolidates voice, chat and email into a single...

Westpac has begun rolling out Microsoft Copilot Studio across its organisation, giving cross‑functional teams the tools to design, publish and scale generative‑AI agents that can sit inside Microsoft 365, Teams and customer‑facing channels—part of a broader push by the bank to industrialise AI...

Ukraine’s customer‑service teams face a simple fact in 2025: the volume, velocity, and multilingual nature of support requests make AI tools less of a luxury and more of an operational necessity — but picking the right tools, piloting them against real KPIs, and protecting data and jobs must...

Microsoft says the recent reports that a Windows 11 cumulative update “bricked” consumer SSDs are not supported by its telemetry and lab findings, and vendor testing so far has failed to reproduce a fleet‑level failure tied to the August servicing wave tracked as KB5063878. Background The story...

Microsoft has pushed a major real‑time audio milestone into the Azure stack: gpt‑realtime, a speech‑to‑speech (S2S) model optimized for low‑latency, natural‑sounding conversational agents, is now generally available on Azure AI Foundry and accessible through the Real‑time API for developers and...

ChatGPT Enterprise has emerged as the de facto leader among business-focused chatbots in 2025, distinguished by enterprise-grade security, scalable deployment tools, and deep customization that supports automation, customer support, and advanced data analysis—claims reflected in industry...

A recent Microsoft study has unveiled a comprehensive analysis of how artificial intelligence (AI), particularly AI chatbots like Copilot and ChatGPT, is poised to transform various professions. By examining over 200,000 interactions with its Copilot chatbot, Microsoft identified 40 job roles...

Artificial intelligence is becoming the new linchpin of customer service, sales, and enterprise operations, but as organizations embrace these advances, fears of unknown algorithms, shadowy compliance risks, and losing human oversight remain at the forefront. Microsoft’s Agent hub, now available...

A new era has dawned for Microsoft Dataverse users as the platform introduces Prompt Columns—an innovative feature that infuses generative AI directly into the heart of business data. Announced in public preview, this capability allows organizations to transform how they process, enrich, and act...

The pace of artificial intelligence (AI) innovation is leaving few industries untouched, and a newly released Microsoft study offers the clearest view yet of which jobs face the highest risk of automation. Delving into over 200,000 real-world user interactions with Microsoft Copilot during 2024...

Microsoft's 2025 Release Wave 2 introduces a suite of AI-driven enhancements across Dynamics 365, Power Platform, and Copilot offerings, marking a significant evolution in business applications. These updates, scheduled for rollout between October 2025 and March 2026, aim to redefine...

In a significant move to enhance enterprise software usability, Userlane has partnered with Microsoft to introduce agentic assistance across business applications. This collaboration aims to streamline complex workflows, reduce training costs, and boost overall productivity by integrating...