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, natural language understanding and transcription analytics 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 the services within the Microsoft AI Platform allow you to start implementing immediately
  • Real world examples of how organizations are already seeing the benefits