Event Moment: Microsoft’s Bryan Goode on Using Customer Service, Sales as Starting Areas to Introduce AI

In this moment, taken from the session “How Agents & Copilots are the Business & Industry Reimagination Machine,” Bryan Goode, CVP, Business Applications, Microsoft, highlights two starting points — customer service and sales — for incorporating AI into business processes to save time, drive revenue, improve customer experiences, and increase efficiency. 

Key Takeaways

• Two starting points: Customer service and sales are two areas that Goode has seen great business benefit. “Those are two obvious places to start now,” he says. Other areas with plenty of opportunity include HR, finance, and supply chain. You can start anywhere, he notes, if someone has a special interest in a particular area. 
• Sales: Time is money. So, using these technologies to give back time to sellers means organizations can drive higher revenue per head within sales and refocus their time on selling versus administration tasks.
• Customer service: On the customer service side, it’s oftentimes not as much about driving incremental revenue but more so about doing a better job of serving customers. For instance, resolving customer queries and managing calls can be done in a more efficient way with AI.