These Are The Contact Centre AI (CCAI) Use-Cases & Microsoft Is Doubling-Down On It

This article looks at which elements constitute CCAI and Microsoft’s laser focus on these use-cases

The Microsoft Digital Contact Center Platform uses AI and deep analytics to anticipate customer requests, predict intent, and provide rapid resolution.
~ Charles Lamanna

Microsoft’s Foray Into CCAI

The current Microsoft strategy and multi-pronged approach to solving for CCAI are extensive and in a sense fragmented; and being fragmented is a good thing…

The platform understands why customers are calling and customises the experience to anticipate their needs with AI intent prediction.
~ Charles Lamanna

Microsoft AI Cognitive Services

In recent months there have been a number of exciting developments with regards to Cognitive Services from Microsoft…



As I have stated before, The Gartner® Magic Quadrant™ for Conversational AI Platforms criteria excluded solutions and organisations which do not have a cohesive and complete offering in terms of a conversational AI solution. If a framework did not offer a singular stand-alone platform, it did not qualify for inclusion. Most notably, this excluded Microsoft.

  • The open nature of Microsoft’s platforms
  • Ease of integration into existing CAI and CCAI implementations
  • With focus on ensuring interoperability and compatibility

…preemptively notify customers of special promotions and updates, which accelerates their purchase intent, and boosts revenue and long-term value.
~ Charles Lamanna



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Cobus Greyling

Chief Evangelist @ HumanFirst. I explore and write about all things at the intersection of AI and language; NLP/NLU/LLM, Chat/Voicebots, CCAI.