Microsoft 365 leaders talks how generative AI transforms the customer service industry

Colette Stallbaumer, General Manager of Microsoft 365 and Future of Work, recently spoke with Mala Anand, Corporate Vice President for Customer Experience and Success at Microsoft, about how AI solutions like Microsoft Copilot are transforming customer service operations. The days when increasing call capacity was the only solution for handling more inquiries and complex customer needs are over. With generative AI, such as Copilot integrated into Dynamics 365 Customer Service, businesses can efficiently manage surges in customer demand and leverage insights to help leaders enhance their own customer support experiences.

Discover how generative AI, like Microsoft Copilot, can enhance customer service operations:

• Simplifies complex information for quicker onboarding of new hires.

• Speeds up issue resolution by providing relevant information with sources.

• Generates case summaries and email communications quickly without compromising quality.

• Offers self-help resources to reduce the workload on customer service teams.