Athen Tech Bytes - June Edition II

Welcome back to our TechBytes!???

This edition explores the cutting-edge world of MS Teams, Azure, and Dynamics 365. Get ready to ignite your creativity and supercharge your productivity!?

Spotlight:?

1. Microsoft and ServiceNow at Knowledge 2024: Introducing generative AI innovation?
2. Announcing Dynamics 365 Contact Center – a Copilot-first cloud contact center to transform service experiences?
3. More Immersive Meetings with New Microsoft Mesh Features in Teams?
4. Transform your messages with Microsoft Copilot in Teams???

Microsoft and ServiceNow at Knowledge 2024: Introducing generative AI innovation?

Empowering Users, Streamlining Tasks: A Look at Microsoft & ServiceNow AI Collaboration?

Microsoft is undergoing a major platform shift, with AI transforming workplace productivity. Partnering with ServiceNow, a leader in digital workflows and generative AI, Microsoft aims to enhance efficiency, foster innovation, and champion responsible design.?

Here at Athen, we're passionate about advancements that empower users and streamline daily tasks. Generative AI represents a significant leap forward in this pursuit.?

Partnership with ServiceNow:?

• Ongoing collaboration since 2019.?

• Over 100 pre-built integrations.?

• Focus on improving customer and employee experiences.?

Integration with Azure:?

• Internal migration of ServiceNow instances to Azure.?

• ServiceNow available on Azure Marketplace for streamlined procurement.?

Knowledge 2024 Unveiling:?

• New integration between ServiceNow platform and Microsoft Copilot.?

• Access to generative AI models within work processes.?

AI Assistants:?

• Combining ServiceNow Now Assist and Microsoft Copilot.?

• Enhances employee support and productivity.?

• Allows seamless workflow without switching platforms.?

Generative AI Impact:?

• ServiceNow observed a $10 million cost reduction and increased productivity.?

• AI capabilities embedded into daily systems.?

• Reference: Click here to view the details?

Announcing Dynamics 365 Contact Center – a Copilot-first cloud contact center to transform service experiences?

Microsoft Dynamics 365 Contact Center is a new Copilot-first solution delivering generative AI to customer engagement channels, available from July 1. It connects with existing CRM systems or custom apps to maximize current investments.?

This cloud-based solution leverages Copilot, their powerful AI assistant, to revolutionize how businesses handle customer interactions.??

Here at Athen, we're excited to explore the potential of this innovation.?

Modernizing Service Experiences:?

• AI enhances customer service, enabling self-resolution, real-time agent support, and unified operations for efficiency and cost reduction.?

• Poor service experiences lead to customer attrition (Qualtrics).?

Impact on Microsoft’s CSS Team:?

• Migrated from 16 systems to Microsoft's tools.?

• Achieved a 12% decrease in chat handle time and a 13% decrease in peer assistance.?

• Improved first call resolution by 31% and reduced missed routes by 20%.?

Dynamics 365 Contact Center:?

• Integrates AI across workflows for communication, self-service, routing, and agent support.?

• Built on Microsoft Cloud for scalability and reliability.?

• Compatible with existing CRM and custom apps.?

Key Capabilities:?

• Self-service: Personalized AI-driven conversations via digital and voice channels using Nuance’s IVR and Microsoft Copilot Studio.?

• Human-assisted Service: Intelligent routing and real-time tools like sentiment analysis and conversation summaries for agents.?

• Operational Efficiency: AI-based reporting to detect issues early and improve KPIs, optimizing all support channels.?

• Reference: Click here to view the details?

More Immersive Meetings with New Microsoft Mesh Features in Teams?

The future of virtual collaboration brightens as Microsoft integrates advanced Mesh features within Teams. This integration promises a more immersive experience, fostering deeper engagement and improved teamwork. At Athen, we're excited to see how Mesh reshapes the future of digital workspaces.

• AI-Enabled Avatar Creation: MS Teams has enhanced avatar realism and customization options since October 2022. An AI-powered solution now simplifies avatar creation by analyzing your photo to predict the best matches for facial features and more, providing three avatar options.?
• Show Up the Way You Want: From May 17th, explore new wardrobe options and professional attire in Avatar Builder. In July, MS Teams will introduce emotes for expression in 3D immersive spaces during Teams meetings.?

• Tailored to Your Needs: MS Teams offers immersive spaces like Lakehouse for social interactions and Oasis for presentations. In June, a new space for workshops and brainstorming sessions will be available.?

• Enhance Collaboration and Interaction: In August, MS Teams will release content-sharing improvements for better readability and new camera perspectives for avatars.?

• Expanded Connection with Custom Experiences: For larger events, new features in the Mesh app in early July include improved customization, turnkey event templates, and enhanced presenter-audience interactions across multiple rooms. Attendees can revisit event links anytime.?

• Reference: Click here to view the details?

Transform your messages with Microsoft Copilot in Teams???

Say goodbye to repetitive tasks and hello to a more streamlined communication experience! Microsoft Copilot, AI writing whiz, is now integrated directly within Teams. At Athen, we're all about boosting productivity and fostering clarity. So, buckle up as we explore how Copilot in Teams can transform the way you message!?

• Enhance Communication Efficiency with Copilot in Teams: Microsoft Copilot in Teams revolutionizes message composition in chats and channels. This AI-powered tool goes beyond spell-checking by suggesting improvements and adjustments to enhance message clarity, tone, and impact. Whether communicating with colleagues or updating executives, Copilot ensures your messages are polished and effective.?

• Crafting Your Messages: Accessible from the compose box in Teams, Copilot helps refine messages instantly. Simply click the Copilot icon, select "Rewrite," and watch your message transform based on AI suggestions.?

• Get Specific with "Adjust": Use the "Adjust" option to tailor messages precisely. Choose from options like concise or longer length, and casual, professional, confident, or enthusiastic tones. Copilot adapts your message according to your audience without requiring specific prompts.?

• Introducing Custom Tone: New to Copilot is Custom Tone, offering the flexibility to specify how you want your message rewritten through an open prompt. This feature allows multiple changes simultaneously, including translations for global collaboration.?

• Empower Your Messaging: Copilot streamlines message creation, enabling faster responses and clearer communication in Teams. It's your AI-powered assistant for crafting impactful messages effortlessly.?

• Reference: Click here to view the details??

As we wrap up this edition of TechBytes, we hope you've gained valuable insights into the powerful trifecta of MS Teams, Azure, and Dynamics 365. These tools are designed to transform the way you work, enhancing collaboration, streamlining operations and driving innovation. Stay tuned for more tips and updates in our next issue. Until then, keep exploring, stay creative, and supercharge your productivity!?