E23: Part 2 Inside Microsoft’s Contact Center Revolution: AI Agents & CoPilot in Action with Jennifer Lowry
Description
On this episode of Power Time, hosts Scott and Matt welcome Jennifer lowery from Microsoft’s Customer Zero team to discuss how AI is reshaping large-scale support. Jen shares stats from Microsoft Support and how CoPilot and multi-agent systems are being used across 92 contact centers.
They explore agentic capabilities like intent routing, process automation, case handling, and knowledge-harvesting agents that turn solved cases into reusable knowledge—boosting first-call resolution and reducing agent toil.
The conversation highlights human benefits: improved empathy, multilingual live translation, proactive outreach, and the vision of personal assistant agents that monitor and resolve issues automatically—raising CSAT and agent satisfaction.
Finally, they reflect on rapid adoption, real-world demos, and the next 12 months of innovation in contact centers driven by AI.
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