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Thursday, December 1, 2022

Using AI and machine learning to deliver the help you need

The Microsoft 365 commercial support team resolves customer support cases and provides support to help you be successful and realize the full potential and value of your purchase. My job is to review trends within our support volume and determine ways with the help of our engineering team to improve experiences or utilizing our self-help platform to provide customers with the information they need to resolve their issue. The magic is powered by an intelligent self-help platform built on Azure that provides relevant and contextual self-help to you using machine learning and service telemetry. The key to all of this is taking historical support ticket data and query input from customers, clustering it, and then using it to train the machine learning models. Within the Microsoft 365 commercial commerce space, we have over 100 buckets that utilize machine learning models. Brian: Amazing, and a great example of how these digital capabilities help customers to quickly get the help they need so they can get back to being productive. The CSS Modern Work Supportability Team delivers innovative self-help solutions and diagnostics, in-service enhancements, and support programs to help customers get maximum value from their Microsoft 365 commercial subscriptions and create an easy-to-use, connected support experience. Read more at Source: Microsoft Tech Community Microsoft 365 Blog

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