E23: Part 2 Inside Microsoft’s Contact Center Revolution: AI Agents & CoPilot in Action with Jennifer Lowry

In this episode of Power Time, hosts Scott and Matt engage with Jennifer Lowry from Microsoft’s Customer Zero team to explore the transformative role of AI in large-scale customer support. Jennifer shares insightful statistics from Microsoft Support, detailing the implementation of CoPilot and multi-agent systems across 92 contact centers. The discussion delves into advanced capabilities such as intent routing, process automation, and knowledge-harvesting agents that enhance first-call resolution and alleviate agent workload. Additionally, the conversation highlights the human-centered benefits of AI, including improved empathy, multilingual support, and proactive issue resolution, while looking ahead to the future of innovation in contact centers.