AI Use Cases in Microsoft Teams Integrated Contact Center

Explore how artificial intelligence transforms customer service operations through Microsoft Teams Integrated Contact Center in this 20-minute conference session from Microsoft Ignite 2025. Discover four practical AI use cases that enhance customer interactions and support contact center agents: Digital Assistant IVR for intelligent call routing, AI transfer assistant for seamless handoffs, context-aware suggested resources during calls, and AI Agent checklist for guided support workflows. Learn about the three-layer AI customer interaction framework covering IVR routing, FAQ models, and business system integration, then examine how AI empowers customer service agents to perform at expert levels regardless of experience. Watch live demonstrations of AI assistance during customer inquiries, including trial setup scenarios, and understand how AI enables scalable agent performance tracking and improvement. Gain insights into supervisor and manager functionalities, plus integration capabilities with Power Platform for comprehensive analytics and automated summaries that drive operational excellence in contact center environments.