Lessons learnt from testing Copilot for service across tens of thousands of service engineers - Interview with Jeff Comstock of Microsoft

Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact it is having on the agent experience and also customer/business outcomes, their experience trialling it extensively with their own customer service engineers, how their early adopter clients are leveraging Co-Pilot in Service, what they have done, the outcomes they achieved, how long it took them to achieve those outcomes and, finally, what are the big challenges that organisations need to tackle in order to fully realise the potential of leveraging Generative AI in customer service and experience. This interview follows on from my recent interview – Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB – and is number 505 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Qualtrics, ahead of the annual gathering of experience leaders at Qualtrics X4 in London on June 6th. There you can hear about some of the best customer experience programmes from industry leaders and companies including Belron, Allianz and Adidas. You can register now at the Qualtrics website.