AI in Customer Service: From Efficiency to Service Excellence
Demo und Roundtable
Key Topics
- Microsoft Contact Center as an AI-powered solution for service organizations
- Opportunities enabled by modern customer service platforms such as Microsoft's latest Contact Center solution
- Lessons learned and key considerations from real-world service transformation projects
- Open discussion on the current state and future challenges of Swiss service organizations
Who Should Attend and Why?
This event is designed for service leaders and technology decision-makers responsible for enabling efficient customer service operations. Experience the capabilities of a modern AI-powered contact center solution firsthand and join a discussion with peers from service organizations across Switzerland.
This session is held as a standalone roundtable as part of the EMPOWER Conference, with optional access to additional EMPOWER sessions.
What to expect?
Customers still spend too much time navigating menus, repeating information, or waiting to reach the right person. What if a customer service team could truly understand callers from the very first second of a conversation and take action immediately?
In this session, we will showcase a modern voice bot that is transforming the way customer service operates. Rather than simply recognizing keywords, it understands intent expressed in natural language and responds like a real conversation partner.
You will see how incoming calls can be handled from start to finish: identifying the customer's request, asking the right follow-up questions, intelligently routing calls, and even triggering actions such as creating cases or updating systems.
This is about more than automation. It is about delivering fast, seamless, and human-like service at scale, powered by AI.
Following the demo, we will discuss the showcased use case and the broader transformation taking place in service organizations in a moderated roundtable with participants.
Speaker-Teaser
| Agenda | |
| Vor 13.45 | Optional participation in the isolutions EMPOWER Conference |
| 13.45 | Welcome and Context |
| 14.00 | Live-Demo: AI-powered D365 Contact Center – Listen and Act |
| 14.45 | Coffee Break and Session Transition |
| 15.00 | Moderated Discussion the Maturity and Future Readiness of Swiss Service Organizations |
| 16.00 | Closing and Apéro Reception / Optional Participation in Additional EMPOWER Conference Sessions |
| Information |
Date
Thursday, 27 August 2026
Language
German & English
Target Audience
Service owners, Heads of Customer Service, Contact Center Managers, CTOs, CIOs, IT Managers, Operations Leads, and Digital Transformation Leaders across a range of industries
Location
EMPOWER Conference, Swiss Life Arena, Schanzenstrasse 4c, 3008 Bern
