(exciting music)
- When we announced the Digital Contact Center Platform,
we recognized that the nature
of customer service has changed.
It has become existential to brand loyalty
as 90% of Americans use quality of service
as a factor in deciding whether to do business
with a company.
Contact centers continue to exist, of course.
But more than ever,
modern customer service is decentralized.
With the Digital Contact Center Platform,
we brought together Dynamics, Nuance, Teams,
and the rest of the Microsoft suite,
enabling you to distribute customer service
across the organization.
And in doing so, anybody can be an agent
in support of providing the best possible experience
for your customers.
The new features and enhancements we are introducing
in our vision for Release Wave 1
of the Digital Contact Center Platform,
will promote collaboration, AI, and premier customer service
anywhere at any time.
Here are the top new features we're introducing.
Nuance Mix and Gatekeeper integration
for an integrated conversational IVR
and voice authentication experience.
Increased Teams integration for improved collaboration
across the organization.
AI-powered features such as suggested replies
and suggested knowledge articles.
And a new suite of omnichannel analytics tools
for agents and supervisors.
Now let's take a closer look
at these and other new capabilities coming in our vision
for Release Wave 1 2023.
Claudia is a customer at an architectural firm.
Her company recently purchased industrial 3D printers
to allow them to create building models to scale
for their customers.
Adoption's been extremely successful.
So much so that it's become
a significant part of their business.
And their customers have become to expect
a 3D model as part of the design process.
So if something goes wrong with the printer,
Claudia requires an immediate resolution.
This printer's had a recurring issue with overheating.
While previously Claudia has attempted to resolve the issue
through a virtual and live agent,
today Claudia chooses to call support.
With the integrated Nuance Mix,
she can have a conversational IVR experience.
Combined with Nuance Gatekeeper,
Claudia's previously registered voice
is used to automatically authenticate her identity
and identify the product her company owns.
Once she's authenticated,
she describes the error with the printer
in natural language.
The IVR agent can query the connected printer
through IOT Central
in order to gather diagnostic information.
Looks like the printer's consistently overheating.
Based on an analysis of the usage patterns,
it's likely due to overuse.
The IVR agent offers to transfer Claudia
to a live customer service rep
to discuss the issue in more detail.
Claudia's hold time is minimized
through an enhancement to overflow management rules
that match her with an agent based upon their availability.
And today, she's matched with Lillian.
(mellow music)
Lillian is a customer service rep
for the 3D printer supply company.
Over the course of the day, she answers customer inquiries
through a wide variety of channels, often in unison.
With an Outlook style side panel
in the Customer Service workspace,
Lillian can see all of her incoming items in one place.
This includes live work items,
such as an incoming call from Claudia.
Once active, the call status will appear everywhere
Lillian goes in the application,
such as the case history.
The transfer brings over the transcript
and case history for Lillian
to pick up where the IVR agent left off.
It also indicates that Claudia's voice
has been authenticated to make decisions
on behalf of the company.
On the enhanced case form, Lillian can see
the most pertinent information about the incoming case
on a single screen.
This allows her to quickly get up to speed
on Claudia's problem in real time.
The printer's use definitely exceeds what it was designed for.
A good problem to have.
So Lilian discusses an upgrade to a more powerful model.
She can use an AI-guided search
across both internal and external knowledge sources
to identify a printer that will meet Claudia's needs.
She's intrigued by this,
but needs to find out if there's a trade-in program
or another customer discount that she can discuss
with her manager first.
Lilian places her on hold while she investigates.
She starts a chat with the account manager
to discuss what can be done.
The chat has now been enhanced
by automatically including key case details.
He's happy to allow Claudia to trade in the older model
for a discount on the upgraded printer.
Because they are now both connected to the record
through the Teams chat, the account manager
is informed through Teams when a field is updated,
such as when a case status is changed to resolved.
Lilian gets back to Claudia and informs her of the news.
Claudia is thrilled that Lillian was willing
to go to bat for her.
From that point on, the chat record is available
in the timeline for future reference.
With her work on the case complete,
Lillian receives an incoming chat.
This chat is from a customer who is frustrated
about his 3D models warping, and isn't sure how to fix it.
A revamped conversation centric agent experience
makes it easier for Lillian to choose
a more focused view of the chat.
With the new suggested replies feature, an AI-model
trained on previously successful chats will suggest
the best responses based upon the conversation.
Lillian can easily customize her responses
for a guided and efficient resolution process.
AI-generated summaries have been enhanced
with a feedback loop to allow Lillian
and other agents to make summaries more relevant over time.
While Lilian continues to address customer inquiries,
her manager, Peyton,
is monitoring the flow of the contact center.
With the new suite of omnichannel analytics tools,
Peyton can understand what every agent
in the contact center is working on.
They can monitor the contact center capacity
across channels and reallocate agents
to meet demand accordingly.
With near real-time responsiveness,
they can identify call issues early
based upon sentiment analysis.
And where necessary, they can intervene
or start a private chat with an agent.
With this level of insight
into the contact center operations, Peyton is confident
that the team is going to continue to exceed their KPIs
and delight their customers no matter what channel they use.
To learn more about
the Digital Contact Center Platform 2023 Release Wave 1,
we encourage you to review the release notes
and try out the Early Access features
as they become available.
(lively music)