AIW04 AI and the Evolution of the Contact Center


4:00pm - 5:15pm

Level: Introductory to Intermediate

Gary Pretty

Senior Program Manager, Conversational AI Team


Customer expectations continue to increase and the ability for to connect with them 24/7, on their platform of choice, has become a key competitive differentiator, with the contact center playing an ever more critical role. In this session we will explore how AI is transforming the contact center experience - from automation to relationship management. You will learn how to use recent advancements in AI, including neural voice fonts and natural language understanding and other AI capabilities to start to re-imagine how you connect with your users today.

You will learn:

  • About common problems within the contact / call center today
  • About Microsoft Power Virtual Agents, and the broader Conversational AI tools, allow you to start implementing immediately
  • Real world examples of how organizations are already seeing the benefits