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Geoff Innis

Driving innovation in the Service pillar of Dynamics 365

Lightweight Geospatial in Dynamics 365 for Phones

Bringing geospatial insights to business solutions is certainly nothing new; mapping and spatial...

Date: 03/13/2019

Phone Call Transcription and Insights with Video Indexer and Dynamics 365 (Part 2)

This post is the second in a series in which we explore how we can leverage Microsoft’s Cognitive...

Date: 08/30/2018

Phone Call Transcription and Insights with Video Indexer and Dynamics 365 (Part 1)

In many contact centers, the telephone continues to be one of the primary channels of engagement for...

Date: 07/10/2018

Enhanced Knowledge Base Usage Analytics with Azure Application Insights and Power BI

When managing a self-service knowledge base, understanding how customers and employees are searching...

Date: 03/09/2018

Bots as Chat Agents, with Escalation to Live Agents

Update, Jul. 2018: With the QnA Maker service now in GA, it is now necessary to pass in an...

Date: 10/19/2017

The Intelligent Agent Assistant: Bots in the Agent Desktop – Part 2

This post is the second in a series in which we explore how we can leverage natural, conversational...

Date: 07/13/2017

The Intelligent Agent Assistant: Bots in the Agent Desktop – Part 1

When we think of how bots fit into a Customer Service strategy, the typical scenario envisioned is...

Date: 06/28/2017

Product and Part Identifier Bot using Custom Vision Service

In this post, we will build upon some of the capabilities that have been explored previously,...

Date: 06/13/2017

Intelligently Routing Cases by Product with Cognitive Services Custom Vision

Microsoft’s Cognitive Services team recently made available a number of new services at the Build...

Date: 05/23/2017

Bringing Bots into an Omni-channel Customer Service Strategy – Part 2: Creating Cases

This post is the second in a series in which we explore how we can take advantage of the benefits of...

Date: 07/28/2016

Routing Cases by Sentiment with Cognitive Services Text Analytics

In our last post, we saw how we could leverage the sentiment analysis capabilities of the Cognitive...

Date: 07/19/2016

Sentiment Analysis in USD with Cognitive Services Text Analytics

As noted in an earlier post, Microsoft’s Cognitive Services offer an array of intelligent APIs that...

Date: 07/11/2016

Bringing Bots into an Omni-channel Customer Service Strategy – Part 1

Update: This post was created using v1 of the Bot Framework. See Part 2 for a walk-through of...

Date: 06/08/2016

Automating Agent Actions with Cognitive Services Speech Recognition in USD

Microsoft’s Cognitive Services offer an array of intelligent APIs that allow developers to build new...

Date: 05/23/2016

A New Blog by Geoff Innis: Innovating with Service from Microsoft

Welcome to my blog, focused on innovation in service and customer care with Microsoft technologies....

Date: 05/20/2016