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πŸ† ITKnocks places 6th in the CRN Fast50

Transforming Customer Interactions with Generative AI Copilot in Dynamics Contact Centers

By Adnan Khan

Interrupt/Barge, Change your mind, Stay Silent, or Show differnt sentiments to Generative AI Copilot

In this video, I’m sharing anΒ ITKnocksΒ demo of 𝐚 𝐭𝐞π₯𝐞𝐩𝐑𝐨𝐧𝐞 𝐜𝐚π₯π₯ 𝐭𝐨 𝐚 πƒπ²π§πšπ¦π’πœπ¬ π‚π¨π§π­πšπœπ­ π‚πžπ§π­πžπ«, where a 𝐬𝐞π₯𝐟-𝐬𝐞𝐫𝐯𝐒𝐜𝐞 𝐂𝐨𝐩𝐒π₯𝐨𝐭 takes the call before any live agent. The Copilot presents an existing member with options for upcoming events and offers the ability to book if interested.⁣

Here is what I will demonstrate:
  1. Copilot detecting silence.⁣
  2. Copilot handling interruptions and adjusting accordingly.⁣
  3. Copilot detecting dissatisfaction and transferring the call to a live agent.⁣
Key Features:
  • Real-time, human-like interactions that feel natural.⁣
  • Enhanced customer satisfaction by processing complex speech with Nuance-powered conversational AI.⁣
  • Saves time and money by reducing the need for human intervention.⁣
  • 24/7 availability.⁣
  • Consistent service quality.⁣
  • Multilingual support for a global audience.

As part of the deduplication process, we also updated ourΒ reference table to reflect old-to-new key mappings. This allowed us to ensure that the correct GUIDs were assigned to the deduplicated records, maintaining the integrity of the data relationships in CRM.

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