AI Copilot Podcast: HEICO Companies’ Crystal Ahrens on AI in Customer Service Use Cases
Welcome to the AI Copilot Podcast, analyzing the latest AI Copilot and agent developments from Microsoft and its partners, delving into customer use cases, and exploring how AI plus the Cloud helps customers reimagine their business.
In this episode, Crystal Ahrenn discusses the upcoming AI Agent & Copilot Summit with Tom Smith. Ahrens is a member of the event’s programming committee and director of systems architecture at the HEICO Companies.
Highlights
Role in AI and the Microsoft Business Apps Community (0:55)
Ahrens describes herself as an advocate for Dynamics 365 (she oversees D365 implementations in her company), specifically focusing on F&O. She has extensive experience with ERP systems, having worked in the field for over 20 years. HEICO is gradually integrating AI into various aspects of their operations.
Most Compelling AI Projects (02:14)
HEICO is using AI in capturing cameras within their production lines. She mentions the preparation of back office employees to use AI, including finance and supply chain functions. She highlights the use of copilots in finance for automating the reconciliation process, which is typically a cumbersome manual task.
Excitement, Advice Around AI Agent & Copilot Summit (04:27)
Ahrens expresses her interest in the AI data readiness theme at AI Agent & Copilot Summit, emphasizing its potential for her organization. She discusses the importance of understanding what data readiness means and how it can benefit customer service agents, and she highlights the need for comprehensive training on how to build and utilize AI agents effectively. She discusses the ability of AI agents to handle routine inquiries and escalate complex issues to live customer service representatives.
AI Agent & Copilot Summit will be a platform for attendees to ask real-life questions and share their struggles with AI implementation. She emphasizes the importance of peer-to-peer interactions and learning from others’ experiences in a collaborative environment.
2025 Copilot/Agent Outlook and Predictions (06:28)
Ahrens shares excitement about the major developments expected in 2025, suggesting that customers and partners are just beginning to explore the full potential of AI.
AI Agent & Copilot Summit NA is an AI-first event to define the opportunities, impact, and outcomes possible with Microsoft Copilot for mid-market & enterprise companies. Register now to attend AI Copilot Summit in San Diego, CA from March 17-19, 2025.
