Table of Contents 64q43
A Microsoft started the event Microsoft Inspire 2022 this Tuesday (19), showing company news for digital business. One of the new initiatives shown was the Microsoft Digital Center Platform, a consumer care platform that merges Nuance AI, Teams and Dynamics 365 in a single solution. Check the details below. 61y1x
What is the Microsoft Digital Center Platform 6y2f29
O Microsoft Digital Center Platform is a big tech business solution that unites access via video, audio and other forms of engagement with customers through the provision of different tools in systems such as Dynamics 365, teams, PowerPlatform and AI nuance.
The solution aimed at customer service centers presents ways, through the use of Nuance AI in conjunction with other systems, for customers to be served faster and to solve their demands effectively — connecting them with the best qualified agents. to resolve your queries.
On the agents' side, the integration with Nuance AI also gives them access to specific recommendations for each customer demand, accelerating service and also causing greater speed in the conversation between them - all in an omnidirectional system, which can be accessed on any of the various channels available on the Dynamics365.
A AI nuance is also able to show the attendants data such as the current feeling of the customer in the service, thus helping them to adjust the tone of the conversation so that the cases are handled in a comfortable way, as well as recommendations for solutions that can, in the future, avoid the demands of those consumers.
Agents will also have options available in the Microsoft Digital Center Platform, which connect them directly with specialists in the situation identified in the customer's demand - thus cooperating for the efficiency of the service.
Finally, the attendants will also be able to have an overview of all the demands that come to the customer service center, in addition to allowing them to control and direct several sessions at the same time through an intuitive interface – which also makes it possible to chat and show personalized offers created by the AI for each customer.
Consumer safety and increased customer retention 6i2o3v
O Microsoft Digital Center Platform will also use artificial intelligence and analysis of consumer data to anticipate their possible demands — but for this to occur safely, without compromising customers' identity or personal information, the solution has several security measures.
One of them is biometric authentication, which according to Microsoft will securely identify the customer in seconds and be able to customize the demands and their service. Once the consumer is identified, all their demands will be analyzed and studied, to understand points in which the company can improve.
This data will then be worked on in order to modify the company's interactions to suggest ways to increase customer retention, as well as being used in order to assemble personalized service offers for them.
The solution also aims to protect companies that hire it, from settings in Nuance AI capable of identifying various frauds and also analyzing customer behavior — in case at any time they them, but their actions seem to be different than usual. seen by the technology, agents will be notified and then the company can see how to proceed, whether requiring proof of identity or other means.
Simplified systems integration 6g6x3f
Another highlight of the Microsoft Digital Center Platform is the simplified integration of the system, resulting in a simpler transition between the solution previously employed and the new big tech tool for customer service centers. In addition, it is possible to configure automations for simpler tasks and demands, either in pure code or even low-code.
This also allows consumers to seek information about their demands without having to specialists directly, unless the situation calls for it. At the same time, the system can also, at these times, offer personalized offers created especially for these customers, thus allowing them to subscribe to programs that prevent those issues from being repeated - also becoming a way to make sales and increase companies' revenue. that use the system.
Finally, the solution is also scalable and, through its application with the cloud, it is able to adapt its operating space to deal with peaks in demand that may occur during its use — thus preventing companies from being temporarily without their centers of service due to greater data movement.
Availability 5t444n
A Microsoft has not yet announced when the new solution can be contracted, but promises to make more data available after the Inspire 2022, which ends on July 20.
See also other features
Check out other new features shown in Inspire 2022!
