The AI Revolution in Customer Service and Support

Ross Smith is a Fellow of the Royal Society of the Arts, Co-Founder of the Future World Alliance, the author of The Practical Guide to Defect Prevention and holds seven patents. He is a PhD scholar at University College Dublin’s SMARTLab program, focused on AI, automation, worker displacement, and the future of work. To further this effort, he is a co-founder of the Future World Alliance, a nonprofit committed to responsible AI for the next generation. He has been part of the White House Champions of Change. He has worked at Microsoft for over 30 years. Emily McKeon is currently a Communication Director at Microsoft focused on global strategic business and executive communications designed to strengthen employee engagement and drive value for the Customer Service and Support business. Simplifying the complex is her superpower, developed over 25 years at Microsoft through a variety of roles across communications and HR disciplines. She has vast communication experience and a strong depth of knowledge in customer support, global diversity & inclusion, and employee engagement. Mayte Cubino Gonzalez is the EMEA Director for MS Office and Project/Planner Technical Engineering Support at Microsoft, and the Site Lead and board member of Microsoft Portugal (1,700+ employees). Prior to joining Microsoft in 2021, Mayte worked for 15 years at Cisco where she held a variety of leadership and engineering roles. Her passion for people and technology has driven her to lead several Employee Resource Groups/Orgs at a regional and global level, as well as numerous award-winning initiatives in the area of Diversity and Inclusion (Disabilities, Women, STEM, Latino/Hispanic) and Employee Experience. She was recognized in 2016 with the European Disability Champion award for her work in raising awareness about hidden disabilities and workplace adjustments.

Part I: Introduction to AI and Its Applications in Customer Service and Support 

1          The Seeds of an AI Revolution

2          Overview of Generative AI and Data Science Machine Learning

3          Application Areas of AI in Support 

Part II: Building AI Models Using Proprietary Content: The 6Ds Framework

4          Vision of Success

5          Discover: Laying the Foundation

6          Design: Building the Blueprint

7          Develop: Crafting the Solution

8          Diagnose: Ensuring Effectiveness

9          Deploy: Launching the Solution

10        Detect: Monitoring and Feedback

Part III: Organizational Considerations for AI Model Creation and Deployment 

11        Responsible AI and Ethical Considerations in Customer Support

12        Culture Considerations 

13        Defining the Metrics that Matter in This New Era of AI

14        Utilization of AI for Operational Success

15        Evolution of Support Roles with AI

Part IV: Gamified Learning and the Future of Work in Support

16        Games, Play, and Novelty in the Age of AI

17        Leadership Excellence in the Era of AI

18        Future of Work: Navigating the AI Revolution

19        Next Steps and Conclusion

Glossary