Microsoft Presents: Contact Center AI Operations: Agent Assist, Quality Evaluation Agent, AI Credit Forecasting, and Governance
Session Overview: As contact centers evolve into AI-operated environments, organizations need the right balance of automation, agent empowerment, and governance. This session showcases Dynamics 365 Contact Center and Customer Service capabilities for AI-assisted operations, including Human Assist live chat, quality evaluation agents, supervisor governance, and AI credit forecasting. Through a live Human Assist demonstration, attendees will see how AI and human experts collaborate in real time to improve customer outcomes and agent productivity. FastTrack will also share best practices for readiness, adoption, monitoring, and controls to help organizations scale AI responsibly across the contact center.
Speakers: Jerry Fetzer, Neetu Srivastava
Recorded at: Community Summit NA 2026
Type: Education Session
Ability Level: 201 – Intermediate
Primary Product: Dynamics 365 CE (CRM)
Terms: All rights reserved by the speaker, Community Summit NA, and Dynamic Communities and cannot be reproduced or distributed without express written consent by the speaker and Dynamic Communities.
