Transforming Customer Support with Dynamics 365 Customer Service and AI-Powered Copilot
Join Jeff Comstock, Corporate Vice President of Microsoft Dynamics 365 Customer Service, and Bryan Belmont, Corporate Vice President of Microsoft Customer Service & Support (CSS), as they reveal how Microsoft is revolutionizing customer support through AI innovation, automation, and data-driven insights.
In this engaging session, Jeff and Bryan explore how Dynamics 365 Customer Service—powered by Copilot and Microsoft’s AI platform—helps organizations deliver faster, more personalized, and proactive customer experiences.
Learn how Microsoft transformed its own global support operations—serving over a billion customers across 120 countries—by unifying multiple systems into one modern platform. Through this journey, Microsoft achieved:
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⚙️ 32% increase in self-service usage through AI and automation
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📉 20% decrease in missed routes, ensuring customers connect with the right agent the first time
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📈 31% improvement in first-call resolution and a 12% boost in customer satisfaction
Explore how AI-driven workflows and Copilot capabilities empower support agents to focus on solving complex issues while automating repetitive tasks. From intelligent routing and knowledge management to Teams integration and voice channel innovation, Microsoft’s customer-first approach demonstrates the future of AI-powered service excellence.
Discover what’s next for customer support, including:
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🤖 Generative AI copilots for every role—agents, supervisors, and managers—to enhance productivity and collaboration
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🧠 Autonomous knowledge management that learns from real conversations and continuously improves support content
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🔊 Voice authentication and Microsoft-powered voice channels for secure, seamless customer interactions
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📊 Next-generation analytics that redefine success metrics—focusing not just on efficiency, but on building lifelong customer relationships
With Dynamics 365 Customer Service and Copilot, organizations can reduce costs, boost productivity, and deliver customer experiences that drive loyalty and growth—all powered by Microsoft AI.
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