Bringing Bots into an Omni-channel Customer Service Strategy – Part 2: Creating Cases

ServiceBotScreenshotMini
ServiceBotScreenshotMini

This post is the second in a series in which we explore how we can take advantage of the benefits of scale and channel breadth with bots, making sure the experiences we create with them build upon the investments that we have made in our customer service strategy, and feed into the consolidated customer 360…

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Routing Cases by Sentiment with Cognitive Services Text Analytics

Route Cases by Sentiment
Route Cases by Sentiment

In our last post, we saw how we could leverage the sentiment analysis capabilities of the Cognitive Services Text Analytics API to automatically detect the sentiment of activities and information during customer interactions, and to automate actions in the agent experience based on the detected sentiment. In this post, we will bring those same sentiment…

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Sentiment Analysis in USD with Cognitive Services Text Analytics

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FeaturedThumb

As noted in an earlier post, Microsoft’s Cognitive Services offer an array of intelligent APIs that allow developers to build new apps, and enhance existing ones, with the power of machine-based AI. These services enable users to interact with applications and tools in a natural and contextual manner. These types of intelligent application interactions have…

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Bringing Bots into an Omni-channel Customer Service Strategy – Part 1

botchat_minifeatured
botchat_minifeatured

Update: This post was created using v1 of the Bot Framework. See Part 2 for a walk-through of upgrading the bot to v3, and augmenting it with the ability to create cases in Dynamics CRM.   As Satya Nadella highlighted at Microsoft Envision 2016, organizations are undergoing a digital transformation, driven by technological advances in…

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Automating Agent Actions with Cognitive Services Speech Recognition in USD

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FinalShot_mini

Microsoft’s Cognitive Services offer an array of intelligent APIs that allow developers to build new apps, and enhance existing ones, with the power of machine-based AI. These services enable users to interact with applications and tools in a natural and contextual manner. These types of intelligent application interactions have significant applicability in the realm of…

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A New Blog by Geoff Innis: Innovating with Service from Microsoft

Welcome to my blog, focused on innovation in service and customer care with Microsoft technologies. This blog will be developer-centric, and will explore how emerging and existing technologies can drive impact in the domain of service, with Microsoft’s Service portfolio as a foundation. My background: I’ve been working with cloud and web-based technologies for over…

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