check before: 2025-04-17
Product:
Office 365 general
Platform:
Online, World tenant
Status:
Change type:
New feature
Links:
Details:
We are launching the AI summary for call quality management feature for Omnichannel for Customer Service. This feature allows you to use AI to read closed conversations and voicemails to provide conversation summaries and other insights. This feature will reach general availability on April 17, 2025.
Change Category:
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Scope:
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Release Phase:
Created:
2025-04-09
updated:
2025-04-09
Task Type
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Docu to Check
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MS How does it affect me
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MS Preperations
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MS Urgency
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MS workload name
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summary for non-techies**
The new AI summary feature in Omnichannel for Customer Service automatically summarizes closed conversations and voicemails, while the Conversation Journey tool provides a timeline of who was involved in each conversation, enhancing call quality management and efficiency.
Direct effects for Operations**
AI Summary Implementation
Without proper preparation, the AI summary feature may misinterpret conversations, leading to inaccurate summaries and insights, which can confuse agents and affect their performance.
- roles: Customer Service Agents, Quality Assurance Managers
- references: https://www.forbes.com/sites/bernardmarr/2021/01/25/how-ai-is-transforming-customer-service/?sh=5c1c1c1e7c3b
Automatic Updates
The automatic update of the closed conversation view may disrupt ongoing workflows, causing frustration among users who are not familiar with the new interface or features.
- roles: Customer Service Agents, IT Support Staff
- references: https://www.gartner.com/en/information-technology/insights/it-operations-management
Configutation Options**
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Data Protection**
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explanation for non-techies**
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** AI generated content. This information must be reviewed before use.
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