On-demand Webinar: Making Services a Financial Success
How an AI-powered contact center intelligently manages complex service requests
Service organizations face a twofold challenge: rising customer expectations coupled with a heavy operational workload.
Inquiries reach companies through a wide variety of channels,
are often time-sensitive
and require well-informed technical decisions
amid limited resources and complex system landscapes
The key question is no longer whether service needs to be transformed, but how it can remain efficient and economically successful in the long term. That is exactly what you will learn in this webinar.
On-Demand Webinar: Making Service a Financial Success
See how AI agents and Microsoft Dynamics 365 can automate your customer service and make it more efficient—explained concisely using real-world use cases.
Why you should check it out
Using live scenarios, we demonstrate how AI agents and Microsoft Dynamics 365 Contact Center work together to automate service processes end-to-end, from the initial inquiry to order creation. Humans remain involved throughout the process as the decision-makers.
You will see two use cases demonstrating how AI agents independently analyze, classify, and process incoming service requests via phone and email, including automatic case creation, routing, and order processing.
Our customer experience expert Marcel Baron demonstrates how you can address common pain points—such as heterogeneous channels, a shortage of skilled workers, cost pressures, and long processing times—with intelligent automation.
Learn from real-world customer examples how companies are becoming “AI-ready”—from data consolidation to building scalable agent teams.
What to expect
A customer reports a problem by phone. An IVR bot recognizes the issue and transfers it to an AI agent, who analyzes it, identifies product data, and creates a case.
The employee is involved as the decision-maker. After approval, another agent creates the complaint ticket.
An incoming email is analyzed in real time: intent, product, urgency. The case is automatically routed to the right team (based on topic, skills, and capacity).
After the case is resolved, a knowledge agent generates a knowledge article for future inquiries.
Our expert assesses where companies stand today with AI agents, how collaboration between humans and AI agent teams is evolving, and what steps companies should take now to future-proof their service.
Your Speaker
It guides you through the webinar
Marcel Baron
Director of Business Development & Consulting
Marcel Baron brings over 14 years of experience in the CRM field and in the digital transformation of service organizations. He supports companies from the analysis of existing service processes through the design of modern service architectures to the integration of AI-powered features into the service.
