In this insightful discussion, UC Today’s Susie Harrison sits down with Chris Goodwill, Strategic Partner Manager and Solutions Specialist at Symity, to explore how artificial intelligence is revolutionizing customer service through Microsoft Dynamics 365 Contact Center.
Goodwill describes Copilot as a “superpower” for contact centers, dramatically reducing query resolution times by providing agents with instant access to customer history, knowledge articles, and contextual information. This eliminates the frustrating experience of customers repeatedly explaining their issues across multiple touchpoints.
The conversation reveals how AI benefits high-volume contact centers through automated email and chat drafting, while also handling complex queries by synthesizing information from multiple platforms. Perhaps most impressive is the reduction in agent onboarding time from months to just weeks, as Copilot provides real-time guidance and access to comprehensive knowledge bases.
Addressing privacy concerns, Goodwill emphasizes that all customer data remains within Microsoft’s secure environment, with role-based access controls and compliance with standards like GDPR and HIPAA.
Looking ahead, the discussion explores exciting possibilities including personalized customer interactions at scale, autonomous agents for workforce management, and predictive customer engagement that could transform reactive service into proactive customer care.
