Reimagining Customer Service: AI Agents, KPIs & Proven Value

Watch the full session on demand.

Jason Almeida and David Reid show how AI Agents in Microsoft Dynamics 365 Contact Centre are helping organisations resolve issues faster, improve customer satisfaction, and scale with confidence.

Key insights:

• AI agents identify customer intent before a service representative even picks up the phone
• Microsoft achieved a 31% increase in first-call resolution using the same platform
• Sonepar lifted service levels from 65% to 78% and deployed 700 agents in four months

“Happy advisors equals happy customers.”
– David Reid, Pre-Sales Solution Architect