Customer Service
The latest Customer Service coverage — news, analysis, and updates from the WindowsNews.AI desk.
Microsoft’s Service Agent Now Closes, Updates, and Assigns Cases – Here’s How to Deploy It Safely
Microsoft’s Service Agent for Dynamics 365 Customer Service hit general availability on July 15, turning Copilot from a passive assistant into an active participant in case resolution. The new...
Microsoft Unveils Real-Time AI Coaching and Workforce Tools for Dynamics 365 Contact Center
Microsoft shook up the contact center space on June 22, 2026, with an ambitious wave of AI-driven updates for Dynamics 365 Contact Center. The company unveiled embedded workforce engagement...
Westminster Council Cuts Call Resolution Times with Microsoft AI That Recalls Resident History
Westminster City Council has slashed the time it takes to handle resident queries with a new Microsoft-based AI contact centre that effectively remembers every interaction, eliminating the need for...
The Bill Gates Office Trick: Microsoft's Secret Customer Service Escalation Tactic
In the annals of tech support history, few tactics are as audacious or psychologically astute as Microsoft's legendary "Bill Gates's office" escalation procedure. During the explosive growth years of...
Microsoft Dynamics 365 Contact Center Adds Time-out Rules for Automated Actions
Microsoft has introduced time-out rules for automatic actions in Dynamics 365 Contact Center, marking a significant advancement in contact-center automation capabilities. This new feature enables...
Microsoft Dominates Gartner 2025 CRM Magic Quadrant with AI-Powered Customer Service
Microsoft has secured a leadership position in the Gartner 2025 Magic Quadrant for CRM Customer Engagement Center, marking a significant milestone in the evolution of enterprise customer service...
Azure Front Door Outage Reveals Critical Edge Routing Vulnerabilities
Microsoft's Azure Front Door service experienced a significant outage that exposed critical vulnerabilities in modern cloud infrastructure, highlighting the fragile dependencies that underpin today's...
Legal & General Transforms Customer Service with Microsoft Copilot AI Contact Center
Legal & General, the nearly 200-year-old financial services giant, is embarking on a transformative journey to revolutionize customer service through a multi-year collaboration with Microsoft,...
Inside Riverty's 100-Day Sprint to an AI-First Customer Service Platform That Puts Humans First
Riverty, the Bertelsmann-owned fintech processing over 80 million transactions per month, has gone live with a new AI-infused customer service platform after just 100 days of implementation....
Riverty's Rapid Microsoft AI Rollout Unifies Customer Service Across 8 Markets in 100 Days
Riverty, the financial services arm of Bertelsmann, and systems integrator Cluster Reply have delivered a unified, AI-first customer service platform built on Microsoft Dynamics 365 and Copilot...
Inside Westpac’s Copilot Studio Rollout: From Scam Detection to Enterprise AI Governance
Westpac has deployed Microsoft Copilot Studio across its organisation, enabling cross-functional teams to build and scale generative AI agents that tackle real-world banking challenges—from...
Data-Safe AI in Ukraine: How 10 Tools Including Microsoft Copilot Are Reshaping CX
Ukrainian customer service teams are racing to adopt AI in 2025, but a detailed community-backed analysis warns that the real work begins after the vendor demos: piloting tools against actual ticket...