The PowerTime podcast delves into the subtleties of Low-code development and the mastery of leading a high-achieving technology team. It provides vital technical leadership guidance and insights into emerging trends like AI, including how to synergize AI with Low-code for enhanced outcomes. The discussion encompasses strategies for implementing a Low-code framework in your organization, addressing leadership, technological advancements, and more. It’s important to highlight that this podcast is independently produced and is not associated with Microsoft or NCS, reflecting only the personal opinions of the speakers. Please go to https://powertime.au to subscribe to our newsletter.
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The PowerTime podcast delves into the subtleties of Low-code development and the mastery of leading a high-achieving technology team. It provides vital technical leadership guidance and insights into emerging trends like AI, including how to synergize AI with Low-code for enhanced outcomes. The discussion encompasses strategies for implementing a Low-code framework in your organization, addressing leadership, technological advancements, and more. It’s important to highlight that this podcast is independently produced and is not associated with Microsoft or NCS, reflecting only the personal opinions of the speakers. Please go to https://powertime.au to subscribe to our newsletter.
E23: Part 2 Inside Microsoft’s Contact Center Revolution: AI Agents & CoPilot in Action with Jennifer Lowry
Power Time
45 minutes
2 days ago
E23: Part 2 Inside Microsoft’s Contact Center Revolution: AI Agents & CoPilot in Action with Jennifer Lowry
On this episode of Power Time, hosts Scott and Matt welcome Jennifer lowery from Microsoft’s Customer Zero team to discuss how AI is reshaping large-scale support. Jen shares stats from Microsoft Support and how CoPilot and multi-agent systems are being used across 92 contact centers.
They explore agentic capabilities like intent routing, process automation, case handling, and knowledge-harvesting agents that turn solved cases into reusable knowledge—boosting first-call resolution and reducing agent toil.
The conversation highlights human benefits: improved empathy, multilingual live translation, proactive outreach, and the vision of personal assistant agents that monitor and resolve issues automatically—raising CSAT and agent satisfaction.
Finally, they reflect on rapid adoption, real-world demos, and the next 12 months of innovation in contact centers driven by AI.
(42) Jennifer Lowry | LinkedIn
Power Time
The PowerTime podcast delves into the subtleties of Low-code development and the mastery of leading a high-achieving technology team. It provides vital technical leadership guidance and insights into emerging trends like AI, including how to synergize AI with Low-code for enhanced outcomes. The discussion encompasses strategies for implementing a Low-code framework in your organization, addressing leadership, technological advancements, and more. It’s important to highlight that this podcast is independently produced and is not associated with Microsoft or NCS, reflecting only the personal opinions of the speakers. Please go to https://powertime.au to subscribe to our newsletter.
