Revolutionizing Customer Service with AI: Microsoft’s Copilot and Amazon Connect’s Contact Lens are game changer for CX industry

Microsoft’s has recently launched an artificial intelligence (AI) tool which will  help customer service agents answer customer questions faster and more accurately. Named Copilot, the tool builds on OpenAI’s advanced GPT-4 large language models (LLMs) and incorporates Microsoft Graph in order to convert user text input into content in Microsoft 365 apps, such as Word, Excel, PowerPoint, Outlook, and Teams. It works by analyzing information from the company’s website, customer records, and other sources to generate an answer in natural language. The tool is already used in Microsoft Teams, PowerPoint, and Excel.

Amazon Web Services (AWS) has unveiled an automated quality assurance (QA) solution within its Contact Lens conversational analytics platform, which is integrated with the cloud-based contact center platform, Amazon Connect. The QA solution auto-fills an evaluation form for every customer conversation, with scores reflecting agent performance based on predefined criteria such as script adherence, compliance and greeting delivery. This addition to the Contact Lens platform enables service leaders to identify areas for agent improvement and training. The automated QA solution helps enhance customer service, resulting in a better experience for customers

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