In this moment, excerpted from the session “How AI is Redefining Microsoft Business Applications,” Satish Thomas, Corporate Vice President, Microsoft Business & Industry Solutions, Microsoft, talks about how AI was introduced and what led to its handling of customer conversations and support case workflows, emphasizing the importance of agents delivering quality customer experiences.
For a 36-Hour Immersion into the FY27 Priorities that define Partner Success in the AI Era, join us at the AI Business Solutions Partner Executive Summit, running July 28-29, 2026, in Bellevue, Washington. Register today.
Key Takeaways
- Starting the journey: Thomas uses customer support at Microsoft as an example of where glimmers of GPT were first introduced. Starting the journey, level one is where support engineers were using Copilot to assist with drafting responses, reducing repetitive data entry, and other related tasks.
- Further integrations: Level two represents AI agents directly handling some of the customer conversations. Now, it’s operating at level three, which is agents reimaginging the entire support case workflows autonomously.
- Customer experience: From a customer perspective, it’s important to provide accurate responses and relevant support. It’s not about replacing an agent but ensuring they can deliver quality experiences.
Related Posts
Add A Comment