E23: Part 2 Inside Microsoft’s Contact Center Revolution: AI Agents & CoPilot in Action with Jennifer Lowry
On this episode of Power Time, hosts Scott and Matt welcome Jennifer lowery from Microsoft’s Customer Zero team to discuss how AI is reshaping large-scale support. Jen shares stats from Microsoft Support and how CoPilot and multi-agent systems are being used across 92 contact centers.
They explore agentic capabilities like intent routing, process automation, case handling, and knowledge-harvesting agents that turn solved cases into reusable knowledge—boosting first-call resolution and reducing agent toil.
The conversation highlights human benefits: improved empathy, multilingual live translation, proactive outreach, and the vision of personal assistant agents that monitor and resolve issues automatically—raising CSAT and agent satisfaction.
Finally, they reflect on rapid adoption, real-world demos, and the next 12 months of innovation in contact centers driven by AI.
(42) Jennifer Lowry | LinkedIn
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E22: Part 1 - How AI Is Rewiring the Contact Center - Special Guests Tim Knox and Michael Clark
In this two part episode, industry leaders unpack how AI is transforming contact centers — from real-time intent detection and transcription to 24/7 AI front-ends and regulatory challenges in finance.
They discuss practical use cases, the evolving role of human agents, model-agnostic strategies, and what the next 12–18 months might mean for contact center technology and operations.
A must listen if you are thinking of a Contact Center transformation in the future and want top trends
(42) Tim Knox | LinkedIn
(42) Michael Clark | LinkedIn
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E21: David Walker Group CTO Westpac Bank - How AI Will Transform Banking & Westpac's Vision for AI
Westpac Group CTO David Walker explains how the bank is embedding AI across its business — from Copilot and GitHub tools to Growth Labs’ AI Shark Tank — and details the "My Digital Twin" vision, agent-driven services, and partnerships with Microsoft to modernize legacy systems.
The episode covers how AI boosts engineer productivity, balances innovation with compliance, and explores future trends like humanoid robots and agent-to-agent interactions that could reshape customer experiences.
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E19: CVP Power Platform Ryan Cunningham chat to Matt and Scott about the Platform and AI
Welcome to another exciting episode of Power Time! Join us as we delve into the transformative world of Microsoft’s Power Platform. This episode features a riveting discussion with Ryan Cunningham, Corporate Vice President at Microsoft, who brings invaluable insights into navigating the rapidly evolving landscape of low-code applications powered by AI.
Explore how Heineken enables nearly 100,000 users with a lean team using Power Platform. Learn about the advances in governance and the pivotal role of Copilot Studio in managing platforms. Ryan sheds light on the rise of agents, emphasizing the importance of empowering every business unit to innovate and optimize processes effectively.
Dive into the concept of 'agent feeds' and how it symbolizes a paradigm shift in business operations, allowing seamless collaboration between digital and human co-workers. From automating process management to enhancing user experiences, discover how enterprises are set to navigate the future of digital transformation.
(40) Ryan Cunningham | LinkedIn
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Special Edition - Kids Helpline's Tracy Adams on the 24/7 Campaign and Why the Contact Centre Is Crucial for Young People
Join Scott and Matt as they explore how technology is transforming mental health support for children, featuring special guest Tracy Adams, CEO of Your Town and Kids Helpline. In this insightful conversation, Tracy shares how Kids Helpline is integrating AI and cutting-edge technologies to reshape how young people access critical support services.
Learn how the organization is using Microsoft technology to improve response times, deliver more personalized care, and reach more children in need. The discussion also covers their ambitious goals to expand outreach, use data to inform services, and maintain a strong human connection in counseling—even as AI solutions grow more prominent.
This episode offers a compelling look at the future of youth mental health support and the evolving role of technology in care delivery. Don’t miss your chance to learn about the upcoming 24/7 Giving Day campaign, aimed at funding more responses and ensuring every child has access to professional help when they need it most—and how you can get involved.
Please help if you can Kids Helpline - Giving Day | Support Kids in Crisis Today
(37) Tracy Adams | LinkedIn
This podcast delves into the subtleties of Low-code development and the mastery of leading a high-achieving technology team. It provides vital technical leadership guidance and insights into emerging trends like AI, including how to synergize AI with Low-code for enhanced outcomes. The discussion encompasses strategies for implementing a Low-code framework in your organization, addressing leadership, technological advancements, and more. It’s important to highlight that this podcast is independently produced and is not associated with Microsoft or NCS, reflecting only the personal opinions of the speakers
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