(upbeat electronic music)
- Hi, I'm Jeff Comstock, Vice President
of Dynamics 365 Customer Service at Microsoft.
In today's ever-changing business landscape,
economic uncertainty is a constant challenge,
and organizations are required to do more with less.
On top of that, customer expectations
are higher than ever before, and they want fast,
consistent, and personalized experiences
on the channel of their choice.
The great news is with the latest developments
in generative AI, we're entering a new era
where it's possible to meet those expectations,
and it's clear that companies who embrace
this new technology will have a significant advantage
over their competitors.
In fact, 79% of contact centers put AI
at the center of their strategy
to improve their operations and reduce costs,
while boosting customer satisfaction.
With Dynamics 365 Customer Service,
we make it easy for you to adopt the latest in AI capability
in a way that is trusted, reliable, and enterprise-grade.
So you can get started quickly and confidently,
knowing that you're delivering leading-edge service
to your customers.
We're calling this set of capabilities "Copilot",
and we're very excited to be launching it this wave.
Copilot empowers agents to quickly get relevant answers
to complex questions in real time,
and use tailored suggestions for email
and chat replies to resolve customers' issues faster.
Human agents remain at the center of the engagement
to review and edit AI generated content
before sharing it with customers,
ensuring personalized and high-trust interactions.
And since Copilot is embedded directly
in the customer service workspace,
agents can use it in their natural flow of work
when engaging customers or working cases.
For customer self-service, Power Virtual Agents
and Nuance also use generative AI to compose responses
from company websites and internal knowledge bases.
This widens the range of inquiries
your customer service bots can address,
without requiring constant updates from IT staff,
and in turn, allows customers to resolve their issues
faster than ever before.
We're also releasing several new capabilities
to boost agent productivity within
the customer service workspace,
including upgraded case forms,
better collaboration through Microsoft Teams,
near realtime analytics for supervisors,
and simplified setup for administrators.
To see some of these in action,
I'll turn it over to Edgar to show them off
through the lens of one of our customers, MVP Healthcare.
Edgar.
- Thanks, Jeff.
To improve the quality of care
while lowering costs for its members,
MVP Healthcare works to provide seamless coordination
by monitoring and managing members
with programs designed to capture early diagnosis,
prevent complications, and drive better patient results.
With Dynamics 365 Customer Service and Cloud for Healthcare,
MVP Health has built a comprehensive, centralized,
fully interoperable member engagement platform
with a single view of the heartbeat of every member.
We are currently working side-by-side with MVP Healthcare
to understand how to best incorporate
our new generative AI capabilities
into their member's service workflows.
Let's take a sneak peek into our joint vision
of how these features could amplify their ability
to provide quick, responsive answers to member inquiries.
Steffan is a support agent at MVP Healthcare
who works primarily through chat and is always looking
for a way to better serve members more quickly.
He receives an incoming chat from a member
who has a question about her benefits plan.
The member began through a self-service channel
by chatting with a virtual agent.
Steffan can review the conversation
between Diane and the virtual agent,
and easily pick up where it left off,
so he doesn't have to start from scratch.
With the Member 360 View,
Steffan is presented with all the relevant facts
about Diane's membership in one place.
This includes a summary of her plan, deductibles,
and other frequently requested information
that may be important to support her.
In order to gather the right answers for Diane,
Steffan turns to the agent Copilot.
It uses internal data sources like plan documents,
previously resolved case notes,
and published knowledge articles.
Copilot can intelligently analyze the internal data sets
and provide a natural language answer
that Steffan can modify as needed prior to sending.
He checks the answer source, where he can view a reference
to the information Copilot used to formulate its response.
This gives Steffan an added level of trust
in Copilot's answer and equips him with more details
in the event of follow-up questions.
After asking a couple of follow-up questions,
he sends Copilot's response directly to Diane.
He also provides some additional helpful information
to Diane based on her Member 360 page.
Next, Diane wants to know whether a specific provider
she's seen in the past is in-network.
After gathering some particulars
from her about this provider,
Steffan can once again check with agent Copilot.
He doesn't have to provide it with any details this time.
Instead, with a single click, it can understand the context
of the conversation between Steffan and Diane.
It can then generate an answer
that Steffan can share with her.
With the power of Copilot and generative AI technology,
Steffan no longer needs to spend crucial minutes
in each support interaction going through benefit documents,
extracting the relevant information,
and formulating a response.
Instead, he can focus on what's more important,
keeping MVP Health's members happy.
Steffan returns to his workspace inbox
to review the next task in his queue.
This item is an email about a healthcare provider list.
Normally, responding to these kinds of questions
could take him several minutes.
He would need to pull up the specific
vision plan information, find the providers,
and suggest the ones that best fit the member's criteria.
But today, he's using Copilot to assist
with the task of responding to the question.
Because Copilot is trained on the organization's
internal knowledge and data,
like Leigh's vision plan and nearby providers,
it can format an accurate and relevant reply.
All Steffan has to do is review the response,
and copy it into the email editor, and send.
As the day comes to a close,
Steffan follows up on a denied claim
that he had previously escalated to a claims expert.
With our enhancements to the embedded team swarming
and chat functionality, Steffan can directly chat
with an expert and send a summary of the case
from Dynamics to Microsoft Teams.
The record of this Teams interaction
is stored directly in the timeline of the case's swarm page.
The expert, likewise, receives the chat request
and Dynamics summary directly through Teams.
Every member of the swarm can contribute
through the application they use most often.
While Steffan works through his cases,
his supervisor can fully understand how he
and other members of the contact center are doing
with enhancements to our operational analytics capabilities.
Steffan's supervisor can now personalize
and drill into views to glean more insights
than ever before on agent productivity metrics,
including handling time, sentiment,
SLAs, or channel-specific data.
This is just a taste of how generative AI
can accelerate contact center operations
and amplify agent productivity.
There is much more to come, and we are thrilled
to embark on this journey with MVP Healthcare.
Back over to you, Jeff.
- Thank you.
We are truly excited to see how Copilot can help
bring you into the new era of customer service.
These and other new and exciting capabilities are available
in release wave one for Dynamics 365 Customer Service.
To learn more, check out our release notes.
We also invite you to view the special bonus session,
where we cover how the generative AI capabilities
we are adding to Nuance Mix will make chats bots
more intelligent than ever before.
Thank you.