Agents + Contact Center = Efficient Solutions

In this episode of Power Agents, Helena and Víctor discuss Microsoft’s new agents for contact centers: from conversational speech-to-speech IVRs and automated case management to quality, supervision, and customer voice agents.

Over the course of 24 minutes, we review how these agents are being used today in real-world projects we’ve implemented for our clients—with specific examples in banking, retail, and consumer goods—and how they fit into an approach that combines technical and business perspectives. We also discuss the shift in mindset the industry is undergoing: moving from a reactive contact center to a proactive one, capable of anticipating problems before the customer calls.

This talk is designed for leaders in customer service, operations, IT, and innovation who want to understand—without the hype—where the real value of Microsoft agents lies in their customer service operations today.