Hosts Nathan, Brent, Matt and Scott revisit last year’s predictions and make new forecasts for the coming year, focusing on AI adoption, Copilot integration, Power Platform’s evolution, invisible CRM as a behavioral memory layer, personal AI assistants, world models, wearables and robotics, plus geopolitical shifts in model leadership.

The conversation blends practical customer adoption insights, governance and deployment challenges with light moments and bets, offering useful perspectives for developers, solution engineers and business leaders planning AI strategy.

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

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