Microsoft addressed these challenges by providing agents with needs that can help them streamline tasks across both simple and complex cases.Īs per The Verge, Microsoft promises to make it easier to create "virtual agents" for customer support services. This will draft a recap of a call with action items and follow-up dates based on the seller's CRM and meeting data.Īlso Read: Microsoft and Intel Leak Windows 12 OS: 2024 Launch?Ĭustomer service is very critical to maintaining customer loyalty as they face pressure to resolve the customers' needs quickly. The new CoPilot feature uses Azure Open AI Service for natural language capabilities. Importantly, we don't use customers' data to train the models," the CVP added. "We use large language models to combine the enterprise data with underlying knowledge to produce responses tuned for each customer. This will help the system to improve its future replies.īusiness Apps and Platform CVP Charles Lamanna stated in an interview with TechCrunch that the company securely and intelligently accesses information from customers' CRM, ERP, and other data sources at runtime for the business. A new feedback mechanism will also be added that allows sellers to rate the content made by AI with a thumbs up or down. Microsoft released an update that will move email replies into general availability, which will add enhancements to create customizable emails accurately.
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