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delivering service at scale

Personalize the Service Experience at Every Touch Point

AI-powered, end-to-end solutions for customer service address service challenges with market-leading generative AI technology. These tools deliver personalized, connected experiences through intelligent self-service, boost team productivity with generative AI, and enhance efficiency with proactive insights. Designed to be open and flexible, these solutions optimize existing cloud or on-premises investments while supporting a seamless transition to a cloud-first approach.

Meeting the expectations of today’s consumers requires delivering personalized experiences. Customers expect businesses to recognize their unique needs and deliver customized solutions at every touch point. By using AI solutions, you can analyze customer data in real time and tailor interactions across multiple channels.

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Transform Customer Service with AI to Drive Personalization, Productivity, and Efficiency

AI is transforming customer service by enhancing customer interactions, empowering teams, and driving operational efficiency. As demand for fast, personalized experiences grows, 64 percent of customers expect quicker responses1 to their changing needs. Organizations that deliver exceptional customer service can unlock significant benefits.

Improving customer experience can lead to more than $1 billion in additional revenue. By using AI-powered solutions, businesses can elevate service quality, boost team productivity, and achieve operational excellence at scale.

Help Service Teams Work Smarter

Deliver personalized, connected experiences while empowering customers with enhanced self-service through AI and automation.

Help every service rep become a super-service rep with Copilot

Transform service rep efficiency with generative AI and automation. Copilot accelerates onboarding with automated conversation summaries, enables faster issue resolution with real-time access to trusted information, and helps craft personalized emails by leveraging past interactions and case details. These tools streamline workflows, allowing service reps to focus on delivering exceptional service.

Access Copilot in the tools service reps use every day

Integrate Copilot into familiar platforms like Salesforce, ServiceNow, Microsoft Outlook, and Microsoft Teams. Reps can summarize CRM data, accelerate email responses, and stay updated with AI-powered meeting recaps. These tools provide immediate context and actionable insights, keeping service reps informed and efficient across all customer interactions.

Give service reps real-time context

Equip service reps with real-time insights and proactive recommendations. Sentiment analysis helps steer conversations toward positive outcomes, while real-time translation ensures smooth communication in any language. These features empower reps to deliver personalized and effective customer experiences.

Empower service reps to connect and collaborate

Streamline collaboration with embedded Teams. Service reps can schedule meetings, resolve cases with AI-suggested colleagues, and bring experts together for complex issues. Intelligent case swarming enables faster resolutions and enhances teamwork across service operations.

Discover service rep productivity improvements

Measure the impact of Copilot on service performance with detailed metrics, including response times and service ratings. Gain full visibility into support conversations and intervene when necessary, ensuring consistent quality and productivity improvements across teams.