E10: We go deep into the 500m saving in the Microsoft Contact Center with Jennifer lowry

In this episode of Power Time, hosts Scott and Matt engage with Jennifer Lowry, a leader at Microsoft’s contact center, to explore the groundbreaking integration of AI in transforming customer support operations. With 45,000 agents across 92 centers globally, Microsoft is pioneering innovations that significantly enhance both agent and customer experiences. Jennifer shares her insights on leveraging AI for improved digital deflection, first call resolution, and overall customer satisfaction, while addressing the challenges and opportunities that come with evolving traditional contact center roles. Join us for an illuminating conversation about the future of AI in contact centers and its impact on meaningful customer interactions.