In the world of customer service, being able to understand the customer's needs, resolve issues, and pass along critical information to other service agents are critical factors that companies must get right. Ric Todd, Director of Strategy and Innovation for Customer Service and Support at Microsoft, believes the advent of generative AI will transform these processes for service agents and allow them to focus even more on how to serve customers better.

Ric’s role centers around deploying and operationalizing new technology solutions for customer service at Microsoft, while providing feedback to improve those very solutions. In rolling out Dynamics 365 Customer Service and Copilot for Service across the organization, his team is seeing not only the benefits of a large language model that can reason over massive amounts of information instantly — but also a surprising ability to help agents tune into customers’ sentiments and communicate more effectively.

Link to full episode transcript.

Produced by Larj Media.