Reimagining Customer Service: AI Agents, KPIs & Proven Value
June 29, 2026
1:00 pm
Event Details
🗓 Date: June 29th
🕐 Time: 13:00-13:45 BST (30-minute session + live Q&A)
📍Location: Teams webinar
Customer service is changing rapidly and AI, autonomous agents, and rising customer expectations are pushing organisations to rethink how they deliver support.
In this first webinar of a three-part European series, we explore how Dynamics 365 Contact Centre as a Service (CCaaS), powered by AI Agents, is helping organisations improve both top-line growth and bottom-line efficiency, while transforming customer and agent experiences at scale.
Jason Almeida, Pre-Sales Director, will lead the first session in this series, sharing practical insights from real-world implementations and client engagements. You’ll learn how AI-driven CCaaS can improve efficiency, avoid common pitfalls, and create lasting impact by modernising customer service delivery.
Join us to discover how to unlock the full potential of CCaaS and stay ahead in a rapidly evolving customer service landscape.
KPI-driven insights
Actionable demos
Proven success at scale
Risk-free AI adoption
Expert deployment advice
A clear roadmap
Who Should Attend?
This webinar is designed for
- Customer Service Directors
- Contact Centre Managers
- Heads of Customer Experience
- IT and Digital Transformation Leaders
- Operations Managers
- Chief Customer Officers
- VP / Director of Customer Experience
What We’ll Cover
Learn how Customer Intent, Case Management, and Knowledge Management agents in Dynamics 365 improve KPIs like handling time and abandonment rates, while delivering both top-line growth and cost efficiency.
Driving outcomes with AI Agents
Learn how Customer Intent, Case Management, and Knowledge Management agents in Dynamics 365 improve KPIs like handling time and abandonment rates, while delivering both top-line growth and cost efficiency.
Live demos: Intent Agent and Voice Bot
Watch a live scenario where customers choose their preferred channel (voice, chat, WhatsApp). See how Copilot recognises intent and provides guided troubleshooting for agents without the need for complex voice path configuration.
Real-world proof: Sonepar and Microsoft
We will share how Hitachi helped Sonepar deploy 700 agents in four months, lifting service levels from 65% to 78%, and how Microsoft’s own support organisation achieved $500 million in savings using these tools.
Simplifying telephony with Teams
Understand how Teams Phone extensibility simplifies administration and accelerates deployment. We will explore how unifying your communication platforms helps your organisation get up and running faster.
AI guardrails and accuracy
Explore the practical governance controls, such as grounding and confidence scoring, that ensure AI behaves predictably. We will cover how to prevent hallucinations and maintain trust through secure human handoffs.
Use cases and continuous improvement
Identify where AI adds immediate value, from self-service containment to call summarisation. Learn how every interaction creates a self-learning loop that continuously improves your service quality and operational performance.
Our Experts
Solution Architect
Jason Almeida is a Solution Architect with over 10 years of experience designing and implementing business applications that drive transformation through process optimisation, automation, and AI. With a passion for technology and how it can revolutionise the way people and organisations work, he partners closely with clients to understand their objectives and challenges, crafting solutions that deliver real, measurable outcomes. His cross-sector experience enables a broad perspective and a flexible approach, ensuring every solution is tailored to context and need. Jason is driven by a desire to unlock value through innovation—making technology an enabler of smarter, more effective ways of working.
Presales Solution Architect
David Reid is a Presales Solutions Architect at Hitachi Solutions UK, specialising in AI-led digital innovation for the public sector. With 17 years of experience at Microsoft, David brings deep expertise in leveraging Microsoft technologies to design and deliver user-centred, data-driven solutions. He focuses on helping government organisations streamline services, enhance citizen outcomes, and drive sustainable, impactful digital transformation.
Secure your place today.
And take the first step towards transforming your customer service operations.
Details
- Date 29 June, 2026
- Time 13:00 PM - 13:45 PM
Venue
- Teams Webinar