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Customer service

Provide self-service customer experiences using AI assistants

Deliver AI-powered self-service customer experiences through chat, voice, and avatar-based AI assistants.
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Outcomes

Drive real results in customer service

Reduce the need for time-consuming manual support resources. Solve customer issues promptly with self-service chat, voice, and avatar-based AI assistants. Relevant for Chief Customer Service Officers and Chief Operating Officers.
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 Increase customer satisfaction

Provide instant support, accurate answers, and personalized interactions to minimize customer frustration.
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Improve self-service resolution rates

Guide customers to resolve issues quickly and independently, escalating only when necessary.
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Boost first call resolution rates

Triage issues before escalation and suggest solutions based on the customer’s unique history.
Solutions

Find the right AI approach for your organisation

Buy, extend, build, or partner to achieve transformative AI benefits.
Buy pre-built solutions

Microsoft 365 Copilot

Transform work using a powerful AI assistant with built-in enterprise-grade security.
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Extend and customise

Microsoft Copilot Studio

Build and customise AI agents to extend the capabilities of Microsoft 365 Copilot.
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Build your own solutions

Azure AI Foundry

Design, customise, and manage AI apps and agents at scale.
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Work with partners

Partner marketplace

Power your AI transformation with help from trusted Microsoft partners.
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CUSTOMER STORIES

Discover how organisations are using AI for customer service

  1. A yellow letter M accompanied by SC on a white background.
  2. A close-up of a logo with the text Holland America Line.
  3. A red and white logo with the text Telkomsel accompanied by by Telkom Indonesia.
A woman with long brown hair wearing a white sweater, with the text MSC visible.
A yellow letter M accompanied by SC on a white background.
“MSC has always been known for the personal service that we give to our customers; with Microsoft Dynamics 365 we are adding new tools to that experience.”
Fabio Catassi, Chief Information Officer, MSC Mediterranean Shipping Company
Solutions
A large cruise ship is floating on the water.
A close-up of a logo with the text Holland America Line.
“Our goal was to create an agent that could address a wide range of customer questions and requests with natural language—just like a live agent, and with 24/7 availability.”
Scot Pettit, Sr. Director, E-commerce at Holland America Line
Solutions
A man in a green jacket standing next to another man.
A red and white logo with the text Telkomsel accompanied by by Telkom Indonesia.
“We think of AI as our copilot at Telkomsel…. Our customers look forward to even greater interactions with our customer service agents backed up by Veronika.”
Derrick Heng, Chief Marketing Officer, Telkomsel
Solutions
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RESOURCES

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