Welcome to Power Time! In this episode, hosts Scott and Matt dive into the revolutionary transformation of contact centers with the help of AI, featuring insights from Jennifer Lowry, a leader at Microsoft's contact center. With a staggering 45,000 agents across 92 centers in 120 countries, Microsoft's contact center is at the forefront of technological innovation.
Jennifer shares her journey into the world of technology and support, emphasizing the importance of leveraging AI to enhance both customer and agent experiences. The discussion highlights key metrics of success, including significant improvements in digital deflection, first call resolution, and customer satisfaction.
The episode explores the challenges and opportunities presented by AI in knowledge management, the reduction of agent toil, and the creation of a seamless customer journey. Jennifer also discusses the potential for AI to transform traditional contact center roles, enabling agents to focus on more meaningful interactions.
Tune in to discover how Microsoft is leading the way in integrating AI into contact centers, the lessons learned, and what the future holds for this evolving landscape. Don't miss this insightful conversation on the Power Time podcast!
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