(upbeat music)
We are in the midst
of a Generative AI revolution,
with capabilities embedded
in virtually every Microsoft product.
Digital Contact Center Platform is no different,
with a Generative AI powered assistant for agents-
Copilot.
But that's not the only thing we've added,
the new features and enhancements we're introducing
in our vision for Release Wave 2
of the Digital Contact Center Platform
will promote greater collaboration, infused AI,
and deeper customer service insights than ever before.
Here are the top new features we're introducing:
Copilot generated summaries and analytics,
a host of Teams enhancements,
general availability of Nuance Gatekeeper
integration with Dynamics for Customer Service,
and the ability to route calls to agents
who are idled for the longest period of time.
At Midvale Architects are a renowned architecture firm.
Claudia encounters a firmware error
with her industrial 3D printer from HLP Manufacturing.
Determined to resolve this issue swiftly,
she reaches out to HLP's Dynamics-powered contact center
for assistance.
In the past, Claudia has called into HLP's contact center,
and used the now generally available Nuance
Gatekeeper integration for voice authentication and IVR.
But today, she decides to reach out directly through chat.
Routing is more intelligent than ever,
among other factors, it now uses idle time
to determine the best agent to route a request to.
Today, Lillian, freshly back from a lunch break,
receives the case.
Lillian can see this and another chat routed her way
directly from the inbox.
When an inquiry first comes in,
the new Copilot generated summary
provides helpful information about Claudia's inquiry.
Lillian, while not a firm expert herself,
uses the summary to get up to speed on the situation.
This includes background on the product, previous questions,
and results of her conversation with the bot.
Lillian sees from a summary
that the bot attempted to connect to the printer,
but the firmware error prevents a connection.
With Copilot aiding her,
she can review potential solutions
that are automatically generated
based upon the context of the conversation,
or based upon direct questions that she asks.
As Copilot makes suggestions,
Lillian can share them with Claudia
to follow with a single click.
Most of the time it's successful,
but this is a tricky one.
But don't panic.
When all else fails,
Lillian can consult the experts.
We've enhanced consultant transfer
to make it easier than ever to find the right expert.
Consultant transfer allows Lillian
to search for agents by skill,
and then connect them to customers
through the correct channel.
Looks like Leigh's available via chat
for a consultation session.
Another Copilot generated summary
gets Leigh up to speed on the situation quickly.
Leigh says he has an idea of what this might be,
so Lillian transfers the call to him.
With sufficient background on the problem,
Leigh decides to jump straight to a Teams call
to see Claudia's screen.
With the new Join Me on Teams,
you can generate a link directly from within the case page
for Claudia to follow.
Once she gets the link,
he starts a call.
To diagnose the problem comprehensively,
Claudia shares her screen,
enabling Leigh to observe
the 3D printer's controller behavior firsthand.
After some examination, Leigh detects a known bug
that will require a fix in a forthcoming release.
Leigh has access to an early release version
that he'll share with her.
Guided by Copilot's assisted email draft capabilities,
Leigh swiftly creates an email
with instructions for installing a new firmware.
All you need to do is add a link to the correct version,
and he sends it on to Claudia to install.
Leigh remains on the call on standby
to help Claudia with any questions
while she follows the installation instructions.
Sure reboots the computer and printer,
gives it a test,
and success!
With the case closed, Leigh wraps up the interaction,
marking it as resolved
in the Dynamics for Customer Service inbox.
Ready for the next challenge,
he transitions to the next item in his inbox,
armed with the knowledge that Dynamics for Customer Service
empowers him to provide exceptional support
for their customers.
Leigh and Lillian are just two of the many agents
at HLP's contact center.
Their manager, Peyton,
is supervising the call center operations company-wide.
To help with their goal of optimizing the call center,
Peyton can now use the new Copilot case analytics
to understand the impact Copilot has had
on their call center operations.
They can see trends around usage, adoption,
and effectiveness in resolving issues.
It's become clear that the team's efforts
have been amplified by Copilot.
And this is only the beginning,
as Copilot evolves,
it'll continue to make the lives of every agent
that much simpler.
To learn more about the Digital Contact Center Platform
2023 Release Wave 2,
we encourage you to review the release notes
and try out the early access features
as they become available.