Inside Microsoft’s Copilot Journey | How AI Transformed 92 Contact Centres

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Scaling with AI

Alex Bacon | AI strategy and automation

10 episodes

5 days ago

Learn how to scale your business with AI. Scaling with AI is the business podcast that turns AI into revenue. Each week Alex Bacon interviews founders and leaders for real use cases across sales, marketing, product and operations. Learn AI strategy, generative AI, ChatGPT for business, workflow automation and large language models, with governance and data privacy built in. No hype, just proven tactics, tooling tips and clear next steps that deliver results and drive ROI. Listen before your competitor does. Think big. Act small. Scale fast.

Entrepreneurship

Business

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All content for Scaling with AI is the property of Alex Bacon | AI strategy and automation and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Entrepreneurship

Business

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Inside Microsoft’s Copilot Journey | How AI Transformed 92 Contact Centres

Scaling with AI

45 minutes 12 seconds

2 weeks ago

Inside Microsoft’s Copilot Journey | How AI Transformed 92 Contact Centres

What happens when Microsoft becomes its own test case for AI?
In this episode of Scaling with AI, Alex Bacon speaks with George Pearson, Portfolio Lead for Global Partner Support at Microsoft, about the Customer Zero initiative – the internal deployment of Copilot across Microsoft’s vast support organisation.

George reveals how Microsoft used Copilot to transform operations spanning 92 contact centres, tens of thousands of engineers, and over a billion customers. He shares what it really took to modernise global customer service: from consolidating 16 CRM systems into one, to cutting admin time and increasing first-call resolution by 31%.

You’ll learn why Copilot is more than a writing assistant, how “thoughtful deployment” avoids the rubbish in, rubbish out trap, and why human feedback from engineers proved crucial to success.

If you lead a business exploring AI adoption, this conversation offers a blueprint for scaling AI that boosts both customer experience and employee satisfaction.

Listen now to learn how Microsoft made AI work in the real world.