Completed
0:00 - Failover to Human Agents When AI Lacks Answers
Class Central Classrooms beta
YouTube videos curated by Class Central.
Classroom Contents
AI Use Cases in Microsoft Teams Integrated Contact Center
Automatically move to the next video in the Classroom when playback concludes
- 1 0:00 - Failover to Human Agents When AI Lacks Answers
- 2 00:04:32 - Three layers of AI customer interaction – IVR routing, FAQ model, and business system integration
- 3 00:05:56 - Transition to agent assist – focusing on empowering customer service agents
- 4 00:12:34 - Scenario highlighting AI support helping new agents perform like experienced ones
- 5 00:13:14 - Live demo of AI assisting during customer call inquiry for trial setup
- 6 00:17:20 - How AI enables scalable agent performance tracking and improvement
- 7 00:17:44 - Pivot to supervisor and manager functionalities
- 8 00:19:16 - Integration with Power Platform for insights and summaries
