Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score
Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities.
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The Key Facets of AI Evaluation in the Contact Center
Organizations must think about when, how, by whom, and on what data AI systems are evaluated. -
Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center
The contact center industry is at an inflection point. -
Sales Qualification Agent: How we evaluated and improved AI quality with benchmarks
Sales Qualification Agent (SQA) is not a simple productivity tool—it is a complex multi-step agent directly influencing revenue outcomes. -
Elevate service automation with timeout rules for automatic actions
As organizations continue to scale out digital customer service, the need for reliable automation grows. -
Enhance productivity with Copilot-recommended email templates
In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations. -
Building trust and consistency: The evaluation framework behind QEA
In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments. -
Use custom multisession apps in Copilot Service workspace
Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale. -
Elevate support excellence with Quality Evaluation Agent
As customer support organizations scale, maintaining consistent service quality becomes a challenge. -
Use session restore for seamless continuity in Customer Service
As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly. -
Sales Research Agent & Sales Research Bench
This post introduces the architecture and evaluation methodology and results behind Microsoft’s Sales Research Agent. -
Use custom productivity tools in Dynamics 365 Customer Service
As customer service teams strive to deliver faster, more personalized support, the need for tailored productivity enhancements has never been greater.
