Microsoft Contact Center AI: Insights and quality

<ul> <li><p>Gain visibility into AI interactions, conversation trends, and customer engagement​</p> </li> <li><p>Measure self-service effectiveness through containment, escalations, transfers, and resolution outcomes​</p> </li> <li><p>Monitor operational health and proactively identify customer experience risks​</p> </li> <li><p>Uncover customer friction points and optimize journeys using conversation insights​</p> </li> <li><p>Improve AI quality and compliance with configurable QA coverage and automated evaluations​</p> </li> <li><p>Detect hallucinations, failed verifications, policy violations, and escalation drivers​</p> </li> </ul>

Affected: Microsoft Contact Center Intelligence

Related changes

• Microsoft Contact Center Intelligence: Biometric authentication · Microsoft Contact Center Intelligence
• Microsoft Contact Center Intelligence: Universal connector for self-service omnichannel agents · Microsoft Contact Center Intelligence
• Microsoft Contact Center Intelligence: Tools · Microsoft Contact Center Intelligence
• Microsoft Contact Center Intelligence: Knowledge · Microsoft Contact Center Intelligence

Change history

View at Microsoft → Copy summary