Microsoft to introduce new AI tools for customer service call centers

Software major Microsoft said it will introduce new artificial intelligence tools for customer service call centers on July 1.
Microsoft storesMicrosoft, which has backed ChatGPT creator OpenAI, has introduced its Copilot technology, which is capable of summarizing emails and crafting PowerPoint slides as part of the company’s Office software package.

By taking Copilot to call centers, Microsoft will be putting its technology into a field where it is not the dominant player, hoping to gain ground against rivals such as and Zoom, Reuters news report said.

For customer support tasks, the AI tool will be able to scour a company’s help manuals and materials to train chatbots with better answers to questions that customers might ask in a chat window. Many of those tasks are already automated, and Microsoft’s hope is to make them better, said Jeff Comstock, corporate vice president of Dynamics 365 Customer Service at Microsoft.

The real benefit is expected to be to human customer service agents fielding phone calls. Those agents are often sitting at a computer with multiple applications open at once – many of them outdated and slow – while trying to find the information to help the customer.

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