Microsoft Introduces New AI Tools for Call Centres

On Tuesday, Microsoft announced the introduction of new artificial intelligence (AI) tool ‘Copilot‘  for customer service call centres, aiming to compete with industry leaders like Salesforce.com and Zoom.

Microsoft, which has backed ChatGPT creator OpenAI , is expanding its AI technology into various business sectors with its Copilot technology, which can summarize emails and create PowerPoint slides as part of its Office software suite.

The new AI tool will enhance customer support by training chatbots with improved answers from company help manuals and materials.

Also Read: Microsoft Launches ‘Copilot+’ PCs with AI features 

Jeff Comstock, corporate vice president of Dynamics 365 Customer Service at Microsoft, noted that the tool’s primary benefit will be for human customer service agents handling phone calls. These agents often juggle multiple outdated and slow applications to find the necessary information to assist customers.

Comstock explained that Microsoft’s tools are designed to integrate all relevant information, allowing customer service agents to use natural language to navigate applications more efficiently. “The service space is rife with toil and drudgery. There are tons of tools, and they have to follow many processes to perform basic tasks. It’s a brutal experience,” Comstock said. “Our goal is to help them reduce that toil and drudgery in their workflow.”

Microsoft announced that the new contact centre software will be available on July 1.