The Contact Center Reinvented for the AI Era

11:00 AM

AI has already helped organizations reduce handling time and boost agent productivity—but the next wave of impact is coming from Agentic AI. Gartner predicts that by 2029, Agentic AI will autonomously resolve 80% of common customer service issues—without human intervention. That’s not just incremental efficiency—it’s a step change in how service work gets done. In this session we'll introduce how Microsoft is already supporting the customers with the Contact Centers solutions with specific perspective on the future approach with autonomous agents.

Speakers

Ivica Ivančić

Partner Technical Architect, Microsoft