Microsoft Envisions Humans, Service and Bots as One @ Ignite

By Brad Edmond - Sept. 27, 2017

The announcements so far at Microsoft Ignite 2017 are head-spinning... yet refreshingly human amidst all the hype surrounding artificial intelligence (AI) and machine learning.

One of the most unifying statements - and a common thread at Envision / Ignite this year - comes from Microsoft CEO Satya Nadella's opening remarks: "We definitely want more productivity and efficiency, but we do not want to degrade humanity; we want technology to provide new levels of inclusiveness."


Without pause, the knee-jerk response for most of us is: "Yes, of course, that's what we want." If we do take pause, however, it's interesting to consider who constitutes "we" and how far-reaching Satya's vision can go - not just in theory but where the rubber meets the road - or rather, where the customer meets customer service.

We, the business owners, managers, and employees want productivity and efficiency - as in: "Let's get more done, do it better, and in less time." We, the customers, clients, and consumers also want productivity and efficiency - as in: "I'd like fast service with a human touch and appreciation for my loyalty." It seems straightforward, right? And yet striking this balance can be incredibly challenging for enterprises grappling with complex back-end processes and the proliferation of customer communications channels. 

Meanwhile, here's how Microsoft Dynamics 365 CRM promises to become the data hub for proactive customer service and more productive, efficient, human interactions:

  1. Microsoft 365 F1 for Firstline Workers - the bundling of Office 365, Windows 10, and Enterprise Mobility + Security as Microsoft 365 F1 promises to integrate all the productivity tools that customer service reps need at their fingertips to engage customers while also ensuring access and security anywhere, anytime.
  2. Dynamics 365 AI, Bots, and Virtual Agents - building on the Microsoft Bot Framework, native agents and chatbots enabled by third-party apps such as CaféX Live Assist™ for Microsoft Dynamics 365 allow for 'Bring Your Own Bot' integrations with the CRM platform and provide escalation to live customer service reps.
  3. Low-Code Machine Learning via Azure - for fully-integrated Dynamics 365 solutions like Live Assist that are also hosted on Azure, portability of functionality into the Internet of Things (IoT) can be achieved with minimal engineering investments and greatly expand customer reach across devices.

Combined, these advances amount to incredible possibilities for enterprises that want to empower the frontline with data-driven insights and provide proactive customer service. Add to your Microsoft Dynamics 365-enabled organization the capabilities of CaféX Live Assist to...

...and you will achieve true omnichannel customer engagement and digital transformation.

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