Phone Call Transcription and Insights with Video Indexer and Dynamics 365 (Part 2)

This post is the second in a series in which we explore how we can leverage Microsoft’s Cognitive Services to greatly enhance the insights we can derive from phone call recordings in an automated way. We can leverage the investments Microsoft has been making in machine learning and artificial intelligence to automatically extract metadata from…

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Phone Call Transcription and Insights with Video Indexer and Dynamics 365 (Part 1)

In many contact centers, the telephone continues to be one of the primary channels of engagement for customers. Frequently, the only insights we will have about the nature of a call that has taken place will be based on the typed notes or other data manually entered by the contact center agent. By leveraging Microsoft’s…

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Enhanced Knowledge Base Usage Analytics with Azure Application Insights and Power BI

When managing a self-service knowledge base, understanding how customers and employees are searching for and consuming self-service knowledge is an important part of ensuring your content remains relevant and useful for end users. Dynamics includes a number of in-built capabilities to help analyze the usage of the knowledge base, including: Tracking of article views by…

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Bots as Chat Agents, with Escalation to Live Agents

Update, Jul. 2018: With the QnA Maker service now in GA, it is now necessary to pass in an additional parameter to the QnAMakerDialog if using a GA QnA Maker Service: “endpoint hostname”; see this link (scroll to QnAMakerDialog heading, and CSharp code sample for details) Update, Feb. 2018: This post has been updated to…

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The Intelligent Agent Assistant: Bots in the Agent Desktop – Part 2

This post is the second in a series in which we explore how we can leverage natural, conversational experiences powered by automated intelligence to empower the CSR, by building a contextually-aware Intelligent Agent Assistant, integrated into the Unified Service Desk agent desktop. We will build upon the bot that we brought into the Unified Service…

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The Intelligent Agent Assistant: Bots in the Agent Desktop – Part 1

When we think of how bots fit into a Customer Service strategy, the typical scenario envisioned is often that of a customer-facing bot, providing customers a conversational support experience powered by automated intelligence. But even with the deployment of a customer-facing bot, most contact centers will still need to support a significant number of customer…

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Product and Part Identifier Bot using Custom Vision Service

In this post, we will build upon some of the capabilities that have been explored previously, including Microsoft’s Bot Framework, and the Cognitive Services Custom Vision Service. We will create a Bot that is capable of identifying a part or product from an organization’s Dynamics 365 product catalog, using an organization-specific image classifier that is…

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Intelligently Routing Cases by Product with Cognitive Services Custom Vision

Microsoft’s Cognitive Services team recently made available a number of new services at the Build 2017 conference, to further augment the tools available to developers to enhance applications with natural methods of communication. One of these new services is the Custom Vision Service, currently in public preview, which “is an easy-to-use, customizable web service that…

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