Introduction
Currently, customer service expectations are higher than before. Customers find it frustrating when dealing with long wait times, being transferred to the wrong customer service representative, or needing to constantly repeat themselves. These scenarios are also detrimental for the business. Over half of the people who experience poor customer service decide to spend less or take their business elsewhere (Qualtrics).
Generative AI transforms customer service and revolutionizes the way that contact centers operate by:
- Delivering rich experiences across digital and voice channels that help customers resolve their own needs.
- Equipping agents with relevant context within the flow of work.
- Unifying operations to drive efficiency and reduce costs.
The following video explains how Microsoft Dynamics 365 Contact Center can help your organization use generative AI to transform the way that it does business.
For more information about where Dynamics 365 Contact Center is available, see International availability of Dynamics 365 Contact Center.
Responsible AI FAQs
Responsible AI FAQs are part of a broader effort to put Microsoft AI principles into practice. These FAQs aim to provide insights into the workings of AI technology and the decisions that can affect its performance and behavior. They also provide insights into the significance of considering the entire system, including the technology, people, and environment. We recommend that you use these FAQs to gain a deeper understanding of specific AI systems and features that Microsoft develops.
For more information, see Responsible AI FAQ for Copilot in Customer Service.