Driving Higher Efficiency And Lower Cost With AI

Doing more with fewer people and resources has never been more relevant — and Microsoft's rapid progress in AI is giving sport, entertainment and government organisations practical new ways to do just that.

Conversational Intelligence in practice

Led by Microsoft's Erez Altus, Ofri Shoham and Abed Asi, the technology automatically transcribes and analyses sales and support calls for sentiment and content, helping identify what top-performing staff do differently and surfacing follow-up tasks automatically. Within EngageRM, this pairs with a built-in Sales Script feature that guides staff through calls in real time, with everything logged back into the CRM.

While the examples here are sales-focused, the same technology applies just as well to customer service, counselling and any environment where the quality of a conversation matters.