>>> OKAY, HI, EVERYBODY. I'M LINDA AND 
I'M WITH DYNAMIC 365. >> I'M MICHAEL 
AND I'M WITH THE PRODUCT VISUALIZED 
TEAM. >> WE ARE HERE TO TALK ABOUT 
PRODUCT VISUALIZE. SO, SALES IS 
EVOLVING. IF YOU ARE CURRENTLY A 
CUSTOMER OR IF YOU ARE IN THE SALES 
FIELD YOU ARE PROBABLY SEEING THE 
CHANGE YOURSELF AND HOW YOU WANT 
TO BE CONTACTED. ALSO HOW SALES 
REPUBLICS REPS ARE CONTACTING THEIR 
CUSTOMERS. THEY WOULD LIKE THEM 
TO UNDERSTAND THEM BETTER AND UNDERSTAND 
THE PRODUCTS THEY WANT TO BUY. YOU 
ARE CHANGING HOW YOU WANT TO BE 
CONTACTED AS A CUSTOMER AND YOU 
WANT A BETTER EXPERIENCE AND HOW 
YOU INTERACT WITH SOMEONE TRYING 
TO SALE YOU A PRODUCT. YOU WANT 
THEM TO UNDERSTAND WHAT YOU ARE 
LOOKING FOR AND UNDERSTAND THAT 
PRODUCT. WE ARE SEEING THAT A LOT 
WITH JUST INTERACTIONS WITH CUSTOMERS. 
YOU PROBABLY DON'T LIKE BEING COLD 
CALLED BY SALES PEOPLE AND YOU PROBABLY 
SHUTOFF YOUR PHONE SO YOU DON'T 
HAVE TO TAKE THOSE CALLS. WE ARE 
SEEING 79 OF BUSINESS PURCHASERS 
WOULD LIKE A BETTER EXPERIENCE. 
WE WANT THEM TO HELP BUILD THAT 
EXPERIENCE. WE HAVE SEEN AN EVOLUTION 
IN HOW THE SALES PROCESS WORKS. 
I'M OLD ENOUGH TO REMEMBER THERE 
USED TO BE FLIERS THAT WOULD GET 
DROPPED OFF WHEN YOU GO ON A SALES 
CALL AND THEY WOULD LEAVE BEHIND 
COLLATERAL. THAT DOESN'T HAPPEN 
ANYMORE. NO ONE IS KILLING TREES 
TO SALE A PRODUCT. THEN, WE GOT 
INTO THE DIGITAL WORLD KNOW WE ARE 
SENDING OFF THE PRESENTATION. YOU 
CAN TRACK AND VIEW THE PRESENTATION. 
YOU CAN SEE THE SENTIMENT. IF YOU 
BUY A PRODUCT THAT'S A BIT MORE 
DIFFICULT TO GET YOUR HEAD AROUND 
IT DOESN'T WORK IN TWO D, TWO DIMENSION 
CAN BE HARD. IT'S A LARGE MACHINE 
OR NEW PEACE PIECE OF ARCHITECTURE. 
THIS IS SOMETHING YOU ARE COBUILDING 
TOGETHER AND THIS IS WHERE WE GET 
INTO MIXED REALTY. I ALSO WANT TO 
TALK ABOUT THE CHANGE OF COLLABORATION. 
IT TAKES TEN PEOPLE TO CLOSE A DEAL 
WHEN IT'S IN THE SALES PROCESS. 
IT'S IMPORTANT TO COLLABORATE WITH 
OTHERS. WE ARE SEEING THAT COLLABORATION 
IS HELPING PEOPLE BUILD BETTER PRODUCTS 
AND PART OF YOUR TEAMS. IT'S HELPING 
US WORK ACROSS GEOGRAPHIES AND PEOPLE 
CAN CHAT WITH EACH OTHER. YOU CAN 
GET IN CONTACT WITH THE PEOPLE. 
GEN Y, THE NEW GENERATION IS SEEING 
THAT TEAMWORK AND COLLABORATION 
GIVES THEM A SENSE OF COMMUNITY. 
THAT'S TRUE FOR ANYBODY WORKING 
IN A MULTIGEO WORKSPACE. WE ARE 
BASED IN REDMAN AND INDIA. WE CAN'T 
MEET FACE-TO-FACE. FLYING TAKES 
TIME. IT'S GREAT WE CAN COLLABORATE 
WITH EACH OTHER WITHOUT SEEING EACH 
OTHER FACE-TO-FACE. SO, I'LL TURN 
IT OVER TO MICHAEL WHO WILL TALK 
ABOUT PRODUCT VISUALIZE. >> EXCELLENT. 
>> ALL OF THE TRENDS AND INSIGHTS 
LINDA SPOKE ABOUT LEAD US TO THE 
NEWPORT FOLLOW YO AND PRODUCT VISUALIZED. 
THIS IS AVAILABLE IN THE APP STORE 
TODAY. YOU SUPPORT THE APPLICATION 
TODAY. WHAT WE FOCUS ON IS THE APPLICATION 
OF AGO WANTED REALTY IN SALES. THIS 
IS THE OPPORTUNITY TO ACCELERATE 
THE SALES PROCESS. THEY HAVE A SHARED 
UNDERSTANDING FASTER. THIS IS SOMETHING 
WE FOUND WHEN WE TALK TO ACCOUNT 
EXECUTIVES OR WE TALK TO V. P. OF 
SALES. THIS IS SOMETHING THAT'S 
REALLY IMPORTANT. YOU HEARD LINDA 
TALK ABOUT HOW THERE ARE TEN PEOPLE 
INVOLVED IN AN OPPORTUNITY TO CLOSE 
THE LEAD. WE SPOKE TO A LOT OF CUSTOMERS 
WHERE IT'S SIX MONTHS TO A YEAR 
MORE TO CLOSE THE OPPORTUNITIES. 
WHAT CAN WE DO TO SHORTEN THE SALES 
CYCLE AND ALLOW FOR THE BUYER AND 
SELLER TO REACH THAT SHARED UNDERSTANDING 
FASTER. WHEN YOU THINK ABOUT AUGMENTED 
ROUND. PEOPLE GRAVITATE TOWARDS 
THE 3-D VISUALIZATION. WHAT I WILL 
TALK ABOUT IS THE HOW TO CREATE 
AN INTELLIGENCE LAYER AS WELL AS 
THE COLLABORATION LEVEL WHICH IS 
IMPORTANT FOR THE USE OF AGO AGOMENT 
-- AUGMENTED REALTY. THIS IS ALSO 
IMPORTANT AS WELL. AS WE THINK ABOUT 
INTRODUCING NEW TECHNOLOGY IT CAN'T 
BE NEW TECHNOLOGY FOR THE SAKE OF 
NEW TECH OR HOW USERS ARE PROCESSING 
DATA TODAY. WE MADE AN INTENTIONAL 
INTEGRATION TO ALLOW FOR THAT WORK 
FLOW INTEGRATION TO TAKE PLACE. 
WHAT YOU WILL SEE OVER THE NEXT 
FEW SLIDES. I HAVE VIDEO CAPTURES. 
IF YOU WANT TO GO THROUGH A DEMO 
WE HAVE A DEMO BOTH OVER THERE. 
THTHERE WE ARE RIGHT BELOW THE BAN 
BANNER. THE FIRST PEACE IS AROUND 
THE CORE ASPECT OF 3-D VISUALIZATION. 
WE FOUND THIS WHEN TALKING TO CUSTOMERS 
AND SOME OF THE INSIGHTS LINDA SHARED. 
THEY GET A PERSONALIZED EXPERIENCE 
ABOUT WHAT THE PRODUCT CAN LOOK 
LIKE. WHETHER IT'S UNDERSTANDING 
FIT OR SPECIAL DIMENSIONS. THIS 
ALLOWS FOR AN EMERGIVE WAY FOR PRODUCT 
DEMONSTRATIONS TO TAKE PLACE. WE 
SPOKE TO CUSTOMERS WHERE THIS ABILITY 
TO DO REALTIME PRODUCT VISUALIZATION 
CAN SAVE A STEP BECAUSE AS OPPOSED 
TO THE SALESPERSON GOING OUT AND 
HAVING A CONVERSATION AND GOING 
BACK TO THE OFFICE TO BUILD A PROPOSAL 
WERE THEY HAVE A VISUALIZATION OF 
WHAT THE PRODUCT WILL LOOK LIKE. 
TH THIS ALLOWS FOR THAT TO HAPPEN 
REALTIME. THE OTHER PEACE AROUND 
VISUALIZATION IS NOT JUST SHOWING 
DIFFERENT TYPES OF MODELS TO BE 
HONEST WITH YOU ONE CAPABILITY WE 
HAVE IS THE NOTION OF 3-D CONTENT 
LAYER MANIPULATION. THIS IS VERY 
DIFFERENT THAN ANY OTHER TYPE OF 
MEDIA. WHEN YOU THINK OF IMAGES 
AND VIDEOS THIS IS WHAT YOU ARE 
ABLE TO CONSUME BASED ON WHAT THE 
PHOTOGRAPHER CAPTURED. VIDEO IS 
LIN YEAR. THIS IS THE CAPABILITY 
WE HAVE IN THE PRODUCT. THE USER 
IS TOGGLING ON AND OFF THE LAYERS. 
WE SPOKE TO CUSTOMERS WHERE THEY 
ARE OFTENTIMES HUNDREDS OF COMBINATIONS. 
THIS WAS FEATURED AND THE KEYNOTE 
SECTION IN CUSTOMER ENGAGEMENT. 
WE HAVE EXPECT LOGICS. IT'S BUILT 
ON THE POWER PLATFORM. THIS HAS 
MANIFESTED AND THE SAME CAPABILITY 
TO LEVERAGE THE LAYER CAPABILITY. 
IF YOU HAVE ANYMORE QUESTIONS ON 
SPECIFIC CPQ FUNCTIONALITY I'M HAPPY 
TO CHAT MORE ABOUT THIS. THE GUYS 
ALSO HAVE INFORMATION ON THIS AS 
WELL. I MENTIONED BEFORE IT'S MORE 
THAN JUST A 3-D MODEL VISUALIZATION. 
THERE IS A REAL OPPORTUNITY TO CREATE 
AN INTELLIGENCE LAYER. ONE IS TO 
CREATE SPECIAL NOTES OR WHAT IS 
REFERRED TO AS 3-D MODEL ANNOTATIONS. 
THIS ALLOWS FOR SPECIFIC TEXT AND 
IMAGE TO BE CAPTURED ON A SPECIFIC 
POINT ON THE MODEL. THIS COULD BE 
USED IN A NUMBER OF DIFFERENT WAYS. 
IF YOU ARE A SALESPERSON THEY MIGHT 
HAVE A CERTAIN QUESTION ABOUT THE 
SPECIFIC PART OF THE MODEL. THIS 
IS ALSO SOMETHING THAT CAN BE LEVERAGED 
FOR PREOPERATIVE ANNOTATION. NEW 
TECHNOLOGY THERE ARE CERTAIN THINGS. 
WE SPOKE TO CUSTOMERS IN OUR BOOTH. 
COMPANIES ARE LOOKING TO CREATE 
CONSTRUCTION ON AN EXISTING MODEL. 
YOU THINK ABOUT ASSEMBLY INSTRUCTIONS 
AND THE SAME CAPABILITY TO ALLOW 
DIFFERENT ANNOTATIONS AND ALLOW 
OTHER THINGS THAT NEEDED TO HAPPEN. 
THE OTHER PEACE PIECE WAS AROUND 
DIGITAL AND THIS IS A REAL WORLD 
PHOTO. THIS WILL ALLOW FOR THE END 
USER ON TOP OF THAT TO CALL OFF 
ANY KIND OF SPECIFIC NOTES. >> AS 
LINDA TALKED ABOUT BEFORE ONE THING 
WE DID WAS PIG BY BACK ON WHAT THE 
SALES TEAM WAS DONE THE ABILITY 
TO CREATE THE NOTES AND POST IT 
TO THE CORRESPONDING TEAMS ALLOWS 
IF ARE THAT AND THE SALES PROCESS 
WAS MUCH QUICKER. WE CONNECTED WITH 
PEOPLE TO ANSWER CERTAIN QUESTIONS. 
CAN YOU MANUFACTURE THIS WITH THE 
CUSTOMER SPECIFICATIONS. ALL OF 
THOSE QUESTIONS THAT COME UP IN 
THE SALES PROCESS CAN BE CURRENTLY 
DONE IN E-MAIL AND SOMETIMES DISCONNECTED. 
THIS ALLOWS FOR THE CONVERSATION 
TO HAPPEN MUCH QUICKER. AND THEN, 
ANOTHER PIECE TOO. I MENTIONED THE 
SPACIAL NOTE CAPABILITY. WE HAVE 
THE ABILITY FOR MULTIPLE PEOPLE 
TO CREATE NOTES ON THE MODEL. THIS 
IS THE SALES PROCESS AND TAKEN SIX 
MONTHS TO A YEAR MORE. YOU MIGHT 
HAVE DIFFERENT QUESTIONS THAT HAVE 
COME UP ALONG THE SALES PROCESSOR 
DESIGNER SCENARIOS. WE HAVE DIFFERENT 
PEOPLE MAKING NOTES ON THE MODEL 
AND THE SPECIFIC TIME STAMP AND 
MADE THOSE COMMENTS AND THIS IS 
SOMETHING VALUABLE. THE LAST PEACE 
IS AROUND WORK FLOW INTEGRATION. 
YOU CAN LAUNCH THE APPLICATION AS 
A STAND ALONE APPLICATION ON AN 
iOS DEVICE OR DYNAMIC FOR SALES. 
THE CONTENT GALLEY IS ASSOCIATED 
TO AN OPPORTUNITY. THIS ALLOWS FOR 
THE SALESPERSON TO STAY ORGANIZED 
IN TERMS OF MAKING SURE WE SHOW 
THE RIGHT PRODUCTS TO THE RIGHT 
CUSTOMER. THIS CONNECTION ALONG 
WITH THE DATA TRAIL IF YOU SHOW 
THEM A SPECIFIC MODEL ON A CERTAIN 
DATE THAT'S SENT BACK TO THE ACTIVITY 
TIMELINE AND KEEPING THAT DATA INTACT 
WITH THE ENGAGEMENT YOU HAVE WITH 
THE CUSTOMER. THAT'S A QUICK RUN 
THROUGH. IF YOU WANT TO GO THROUGH 
UNLESS YOU GET YOUR PEOPLE RIGHT, 
YOU CAN BUY ALL THE TOOLS AND TECHNOLOGY 
YOU WANT AND IT'S NOT GOING TO DO 
A THING. BUT AT THE SAME TIME IF 
WE HAVE IN 5 OR 10 YEARS THE HIGHER 
PAID OR CAPABLE AGENTS WE DON'T 
WANT THE AGENTS TO S SPEND TIME 
A DEMO WE HAVE OUR BOOTH UNDER THE 
MICROSOFT SHOWCASE BANNER. THIS 
WAS RECENTLY RELEASED INTO THE PORTFOLIO 
TODAY AVAILABLE ON APPLE. IT REQUIRES 
iOS DEVICES THAT ARE CAPABLE WITH 
THIS SO THAT'S THE iPHONE 6 AND 
UP AND AIR 3 AND UP. IT DOES REQUIRE 
DYNAMICS FOR SALES TO UNLOCK THE 
CAPABILITIES. THAT'S WHERE WE STAND. 
IT ALSO REQUIRES 3-D CONTENT. WE 
HAVE SAMPLE CONTENT IN THERE IF 
YOU DOWNLOAD THE APPLICATION. IF 
YOU LOOK TO USE THIS IN YOUR ORGANIZE 
YOU MUST GET 3-D CONTENT OPTIMIZED 
AND PREPPED. WE HAVE OPTIMIZED AROUND 
THE GOB FORMAT. IF YOU HAVE DIFFERENT 
ON ROUTINE TASKS. IF I'M PAYING 
YOU -- I WON'T GO INTO FIGURES HERE. 
IF I PAY YOU A GOOD WAGE I WANT 
YOU SPENDING YOUR TIME WORKING WITH 
PEOPLE. NOT ON EXCEL. THAT'S WHERE 
A LOT GOES. SO THE INTELLIGENCE 
AS A WORK FORCE. INCREASINGLY IF 
WE HAVE AI THINGS WORKING ON BEHALF 
OF US. WE HAVE TO TREAT THEM THE 
SAME AS OUR PEOPLE. HOW MANY ORGANIZATIONS 
HERE HAVE DEV ELOPED BOTS. BY SHOW 
OF HANDS A NUMBER OF YOU GUYS. AND 
I'LL MAKE GENERALLYIZATION HERE. 
WHEN YOU STAND UP A BOT WE TREAT 
IT AS A CHANNEL. HEAVER IS A HERE 
IS A BOT. MAYBE IT WILL CAPTURE 
SOME TRAFFIC. IT' S A DEFLECTION 
CHANNEL. OVER THE NEXT FEW YEARS. 
FOLKS THAT WORK WITH DIFFERENT FORMATS 
AND MIGHT BE OUTPUTTED TO OBX OR 
OBJ. YOU CAN TRANSFORM THOSE FORMATS. 
IF YOU HAVE MORE QUESTIONS ON THAT 
ANSWER THAT AFTER THE SESSION OR 
BOOTH. 3-D CONTENT IS REQUIRED TO 
KIND OF HAVE THIS EXPERIENCE COME 
TOGETHER. MICROSOFT TEAMS IS OPTIONAL. 
YOU DON'T HAVE TO HAVE THAT BUT 
AS I MENTIONED BEFORE THE TEAMS 
IS REQUIRED. WE ARE HAPPY TO HAVE 
THEM DO THE TEMPERATURE MONTH. WE 
ARE IN A MODE WERE WE ARE WORKING 
WITH CUSTOMERS ACROSS INDUSTRIES. 
WE HAVE MIXED REALTY TECHNOLOGIES. 
WE ARE LEADING IN. WE WOULD LOVE 
THESE BOTS, AS ONE EXAMPLE OF INTELLIGENCE, 
THESE ARE FULLY FUNCTIONAL MEMBERS 
OF THE TEAM. WE HAVE TO COMPARE 
THEM AND TREAT THEM AS WORKERS WHEN 
WE DO PERFORMANCE. SO IF YOU RUN 
A SERVICE CENTRE TODAY. FOR THOSE 
WHO DON'T KNOW THIS IS HOW IT WORKS 
YOU HAVE THE POOL OF GEE INTELLIGE 
AGENTS, HERE IS YOUR FACTI SATISFACTION 
ON THE PHONE CHANNEL, AND EMAIL, 
MAKES SENSE. YOU DO PERFORMANCE 
REVIEWS. AND THE INTENT HER E IS 
TO SAY WE NEED TO DO THE EXACT SAME 
THING WITH BOTS. WHEN YOU DON'T 
COM PARE APPLES TO BOTS. WE'LL JUST 
DO FOR DEFLECTION. YOU WILL NEVER 
HAVE IT AS COMPETITIVE AS IT COULD 
BE. COMPARING TO LIVE HUMAN AGENTS. 
AS WE BUILD SOME TECHNOLOGY FOR 
EXAMPLE, AND LOOK AT CUSTOMER CERT 
TO CHAT IF YOU HAVE QUESTIONS. THAT'S 
SERVICE INSIGHTS AND SOME OF YOU 
WERE NODDI NODDING YOUR HEAD. TO 
GET A TA TA TA TACK EXAMPLE HERE. 
IT HELPS CONNECT TO DATA SOURCES 
AND GET OPERATIONALLY. SO HOW MANY 
CASES DO I HAVE AND SATISFACTION. 
AND WHAT CHANNELS RESULT IN WHAT 
SATISFACTION. THE ABILITY TO COMPARE 
VIRTUAL AGENTS SIDE BY SIDE TO HUMANS. 
UNTIL WE DO THAT WE'LL NEVER GET 
THE MOST OUT OF HUMANS OR BOTS OR 
NEVER FIGURE OUT WHAT THEY'RE BEST 
FOR. BOTS WILL BE GOOD FOR THE LOW 
TOUCH. LOW COMPLIESTY HIGH VOLUME 
ACTIONS AND HUMANS ARE GOOD FOR 
THE HIGH VOLUME PERSONAL KIND OF 
CRITICAL THINKING PIECES. DOES THAT 
MAKE SENSE AT A HIGH LEVEL? IF NOTHING 
ELSE KEEP THAT IN MIND. WHEN YOU 
GO DOWN A BOT PATH. DON'T SET IT 
UP AS A CHANNEL. TREAT IT AS A WORK 
FORCE TO ENGAGE THE EFFECTIVENESS 
OF THAT. AND CHANGING INCENTIVE 
MODELS AND THERE ARE FEW TO UNPACK 
HERE. ONE IS THE PURE INN INCENTIVIZE 
ATION WE HAVE. AND SO A LOT OF ORGANIZATION 
I WORK WITH THE INCENTIVE MODEL 
IS BASICALLY MINIMUM WAGE FOR AGENTS 
THIS IS COST CENTRE MENTALITY. WE' 
RE PAYING THE LEAST WEE CAN. AND 
WE'RE SEEING ORGANIZATI ORGANIZATIONS 
SAYING HOW TO INCENTIVIZE THEM TO 
LEARN MORE AND PERSONALABLE AND 
SKILLED. SO I MIGHT PAY YOU MINIMUM 
WAGE TO COME AND ANSWER EMAILS. 
IF YOU CAN ANSWER EMAILS AND CHAT 
I'LL PAY YOU A BIT MORE AND AS YOU 
EXPAND SC EXPAND SKILLS I'LL PAY 
YOU MORE AND MORE. AINTELLIGENT 
AGENTS WHO ARE WILLING TO LEARN. 
AND I'LL BE REWARDED THE MORE I 
DO. AND AT MICROSOFT WE'RE STARTING 
TO HARNESS NOT ONLY OUR PEOPLE AND 
OUT SOURCES PEOPLE. AND ALSO THE 
GIG-ECONOMY. YOU KNOW THAT TERM. 
SO UBER LIFT IS AN EXAMPLE OF HARNESSING 
THE GIG ECONOMY. IN U. S. 300 SOME 
MILLION PEOPLE. AND THEY HARNESSED 
THEM TO DRIVE. AND I'M GOING TO 
LOOK ACROSS THE COMMUNITY OF PEOPLE 
AND I'M GOING TO RECRUIT PEOPLE 
TO DO WORK FROM THE COMMUNITY. WE'RE 
DOING THAT AS MICROSOFT. I'LL GIVE 
YOU SOME EXAMPLES HERE. WHO IN THE 
ROOM OWNS AN XBOX. SHOULD I ASK 
WHO OWNS A PS 4. WE WON'T GO THERE. 
FOR THOSE WHO OWN A XBOX. HOW MANY 
OF YOU IN THE LAST 9 TO 12 MONTHS 
HAV E CONTACTED XBOX SUPPORT: THAT'S 
A GOOD SIGN. SO THAT'S GOOD. YOU 
MAKE A GOOD PRODUCT YOU DON'T HAVE 
TO CONTACT XBOX SUPPORT. YOU WOULD 
PERHAPS NOTICE A DIFFERENCE IN THE 
WAY WE PROSERVICE TO YOU. I'LL MAK 
E GENERALALIZATION. I MENTION MICROSOFT 
TRADITION FOR CUSTOMER SERVICE AND 
SUCCESS. CALLED CSS HAS BEEN A COST 
CENTRE MENTALITY. WE PUT OUR AG 
AGENTS. WHEN YOU ASK A AGENT IN 
A DEVELOPLING COU NTRY -- A FEW 
DOLLARS -- NOT AS MUCH MONEY AS 
WE MAKE HERE. HOW MANY OF THEM COULD 
AFFORD TO BUY XBOXES. NOT JUST MICROSOFT. 
BUT ACROSS MOST CONSUMER ORGANIZATIONS. 
YOU TALK ABOUT PHONES AND PERSONAL 
DEVICES. MOST OF T THE AGENTS PROVIDIN 
G THE SERVICE, THEY CAN'T AFFORD 
THESE DEVICES YET YOU ARE ASKING 
THE AGENT IT IS TO PROVIDE SUPPORT 
FOR PEOPLE WHO GAME ALL DAY. AND 
HOW MANY DO YOU THINK THAT WORKS 
OUT? AND HOW MANY OF YOU GUYS WOULD 
CONSIDER YOURSELF HARD CORE GAMERS. 
NOBODY WANTS TO TAKE THAT. OKAY, 
I'M NOT EITHER. BUT THERE IS A WHOLE 
CULTURE. HOW MANY OF YOU GUYS WHO 
HAVE KIDS WHO ARE HARD CORE GAMERS. 
THERE YOU GO. SO JUST THINK ABOUT 
-- I CAN'T EVEN UNDERSTAND HALF 
OF WHAT THEY'RE SAYINGS, BUT THERE 
IS A WHOLE CULTURE AND LANGUAGE 
THAT GOES TO IT. IS THAT YEET -SPEAK? 
. WHEN YOU TALK TO THESE PEOPLE 
AND THEY'RE INTERACTING WITH EACH 
OTHER THEY'RE TYPING IN SHORT HAND 
AND MOST OF US LA YMAN WOULD NOT 
UNDERSTAND. HOW DO YOU EXPECT THEM 
TO SERVICE THAT IF THEY DON'T UNDERSTAND 
THE CULTURE. AS AN EXAMPLE WE'RE 
STARTING TO USE THE GIG- ECONOMY 
LIKE EX-BOX TO HARNESS THE COMMUNITY 
OF GAMERS WE HAVE AND TO RECRUIT 
SOME OF THEM WHO HAVE OUT STANDI 
STA NDING SERVICE SKILLS AND PROVIDING 
SERVICE ON BEHALF OF MICROSOFT ANSWERING 
ISSUES COMING IN. WHO CAN ANSWER 
A QUESTION TO A GAMER BETTER THAN 
ANOTHER GAMER. WHO CAN SPEAK IN 
THEIR LANGUAGE . AND A GAMER MIGHT 
COME IN AND SAY, I HAD THIS BLIP 
ON THE SCREEN. INSTEAD OF, CAN YOU 
TRY TO REBOOT YOUR XBOX, AND IF 
THAT DOESN'T WORK HERE IS A KNOWLEDGE 
ARTICLE. YOU KNOW WHAT I SAW THAT 
LAST WEEK AND I WAS PLAYING CALL 
OF DUTY. YEAH, I WAS PLAYING CALL 
OF DUTY. THAT'S SOMETHING UNIQUE 
TO CALL OF DUTY. WHAT DO YOU THINK 
IS A BETTER EXPERIENCE, BUT THAT 
CAN ONLY BE PROVIDED BY PEOPLE WHO 
KNOW THE PRODUCT AND CULTURE. SO 
THAT'S WHY WE'RE MAKING A MASSIVE 
EFFORT TO BRING THESE PEOPLE IN 
THE FOLLOWED. FOLD. WHEN WE CAN 
TAP INTO THE MIND SHARE. WHO ARE 
NOT EMPLOYED DIRECTLY. THESE GUYS 
DON'T SIT IN OUR SERVICE CENTRE. 
NOT SAYING WE BRING THEM IN. THEY'RE 
SITTING AT HOME ON A APP ANSWER 
THE QUESTIONS. AND WE CAN TALK ABOUT 
THE MECHANICS THEY DO. BUT ALLOWS 
US TO TAP INTO A WHOLE ANOTHER WORK 
FORCE. IF WE MANDATE THEY COME N 
MOST WOULDN'T. A LOT OF TIME THEY'RE 
STUDENTS OR IN CASE OF ONE DRIVE 
OR OTHER BUSINESS AREAS THEY'RE 
WORKING MOM'S. ONE STORY SHARED 
WITH ME. ONE OF THE BEST COMMUNITY 
EXPERTS WE CALL THEM IS A SINGLE 
MOM WITH 2 KID AND IS GUESS WHAT 
IF SHE HAD TO COME INTO THE OFFICE 
SHE WOULDN'T DO IT. BUT TODAY SHE 
CAN MAKE A LIVING JUST ON THIS AT 
HOME. NOT -- BEING ABLE TO BE HOME 
DOING THIS. SO THIS IS A, THE ABILITY 
TO TARGET THE CULTURE ASK OUTCOME 
WE WANT TO GIVE. AND BE ABLE TO 
TAP INTO ALL OF THESE BRAINS THAT 
WE OTHER WISE WOULDN'T HAVE AND 
THIS IS EXTENDING ACROSS BUSINESS 
AREAS, NOT ONLY X BOX. BUT ONE DRIVE 
AND COMMUNITY AND WINDOWS, HE ET 
CETERA. THIS IS KEY TO ME. WITH 
THE NEXT WAIVE OF INDUSTRI ES ON 
TAPPING INTO THE PEOPLE THAT ALREADY 
KNOW T LET ME PAUSE HERE. DOES THAT 
MAKE SENSE ON A HIGH LEVEL. THE 
LAST PIECE I'LL TALK VERY BRIEFLY 
ABOUT. BUT HOPEFULLY MOST OF YOU 
HAVE SEEN THIS TERM. CITIZEN DEVELOPER. 
MAYBE, TOO MUCH. MAYBE LIKE ALM 
OMNI CHANNEL. AND I WON'T BEE L 
BELABOUR THIS. HOW TO TECHNOLOGY 
AND CLOSER TO BUSINESS. I WAS A 
LEAD AND EXPERIMENTED WITH CHAT 
BOTS YEARS AND YEARS AGO. BUT THE 
CHALLENGE WITH CHAT BOTS ISN'T THE 
FACT YOU DEPLOY THEM. WE KNOW WHAT 
THEY DO. BUT THE CHALLENGE OFTENTIMES 
IS THE MAKING AND MAINTAINING OF 
THE TECHNOLOGIES HAPPENS FAR AWAY 
FROM THE BUSINESS. WHAT DO I MEAN 
BY THAT? IN THIS UNIVERSITY, IN 
A CONTACT CENTRE, WHO DO YOU THINK 
HAD ALL THE KNOWLEDGE AROUND WHAT 
WAS GOING ON? . IT WAS US AND THE 
AGENTS AND SUPERVISORS AND MANAGERS. 
BUT WHO DO YOU THINK WAS THE TEAM 
BUILDING THE CHAT BOT. IT WAS IT 
WHO HAD VERY LITTLE TIME WITH THE 
BUSINESS. NOW THIS IS NOT A BASH 
ON IT. BUT THE CHALLENGE IN THERE 
LICE LIES. IF IT IS BEING THE CHAT 
BOT AND THE ONLY GROUP TO CHANGE 
THE CHAT BOT. YOU NEED NEW QUESTIONS 
ANSWERED WE HAVE TO DO IT FOR YOU. 
THAT'S A VERY LIMITED UTILITY TO 
US AND THE BUSINESS ON THAT TECHNOLOGY. 
SO WHEN SOMETHING HAPPENS AND A 
BUR BURNING ISSUE COMES UP WE NEED 
AT THAT CHAT BOT TO ANSWER THIS. 
OKAY, YOU HAVE A TICKET. AND 3 WEEKS 
LATER THAT'S NOT BURNING AND 3 HOURS 
IT'S NOT BURNING. SO HOW TO GET 
THE TECHNOLOGY TO THE BUSINESS AND 
THE PEOPLE DRIVING IT. AT THE SAME 
TIME IT DOES HAVE TO MAINTAIN THE 
HIGHER CONTROL. YOU HAVE TO MAINTAIN 
THE ARCHITECTURE AND THE CON TTROL 
S AROUND THIS. IN THE CAS E OAGENTS 
TO TAKE THE BOT TECHNOLOGY AND NO 
LONGER REQUIRE PRODEVELOPE R SKILLS 
TO BUILD IT. BUT ALLOW CITIZEN DEV 
ELOPERS TO BUILD ON THAT. DOES THAT 
MAKE SENSE ON A HIGH LEVEL? THE 
LAST COUPLE OF THINGS I'LL TALK 
ABOUT IS -- THIS IS A CONCEPT I 
LIKE TO SHARE THERE THE CUSTOMER 
SERVICE AND SUPPORT ORGANIZATION 
CSS AND IT'S -- YOU CAN MAYBE CALL 
IT A CONTINUE UM OF SUPPORT. SO 
FIRST OF ALL -- BEFORE I BLANK THIS 
OUT. EVERYBODY STARTS HERE. HELP 
ME: SO IF YOU ARE A SERVICE ORGANIZATION 
YOU HAVE TO DO THIS. AS IN, IF SOMEBODY 
CALLS IN FOR HELP, YOU HAVE TO HELP 
THEM. THAT'S PRETTY OBVIOUS, HELP 
ME. OKAY, SO I HAVE A ISSUE AND 
THEY CALL IN AND HELP ME. BUT HOW 
TO MOVE UP THE CHAIN, IF YOU WILL. 
THE VALUE CHAIN, IF WE GO FROM JUST 
PROVIDING HELP TO ALSO EMPOWERING 
THEM. WHAT I MEAN BY THAT. WE ANSWER 
THEIR QUESTION, BUT BEYOND JUST 
ANSWERING THEIR QUESTION, WE ARE 
ALSO EMPOWERING THEM TO HELP THEMSELVE 
S IN THE FUTURE. SO FOR EXAMPLE, 
ON MICROSOFT'S SUPPORT WEBSITE, 
WE HAVE A CHAT BOT THAT STOOD UP 
TO ALLOW YOU TO INTERACT WITH IT 
AND ANSWER A NUMBER OF QUESTIONS. 
HOW MANY PEOPLE HAVE USED CHAT BOT. 
ANYBODY? >> [INAUDIBLE]. >> OKAY. 
WE CAN HAVE A CONVERSATION ABOUT 
THAT. THAT'S PART OF THE ON GOING 
JOURNEY OF T THAT THERE. AS WE MAKE 
THE CHANNELS SMARTER WE FIND IT' 
S A BETTER RESULT TO GO THERE. IF 
YOU HAVE A WELL FUNCTIONAL BOT RATHER 
THAN CALLING A NUMBER AND WAITING 
ON HOLD FOR 10 MINUTES AND TALKING 
TO A PERSON, MAYBE FASTER IF I INTERACT 
WITH THE BOT IN THE PHAI FIRST PLACE 
AND IF THE BOT DID WELL IN 30 SECONDS. 
THAT'S A BETTER OUTCOME. EVEN IF 
WE'RE DEFLECTING. IT'S SOMETIMES 
A DIRTY WORD. BUT NOT WITH THE RIGHT 
OUTCOME IN MIND. SO WE CAN SEE THAT. 
SOMETIMES THEY'RE A BETTER OUTCOME. 
BECAUSE THEY GET AN ANSWER FASTER. 
SO IF YOU ARE CONTACTING US. WE 
WANT TO HELP YOU. AND WANT TO EMPOWER 
YOU. SO IT MIGHT BE AS SIMPLE -- 
WHAT IS YOUR NAME. SO DEN ISE YOU 
CALLED IN TODAY AND GOT IT RESOLVED 
BUT TOOK 15 MINUTES. IF WE STEP 
TO THE BOT AND TRY ASKING THAT QUESTION 
ON THE BOT AND MAY BE SEE RIGHT 
THERE YOU GET THE QUESTION ANSWERED 
IN 30 SECT SECONDS OR LESS. THAT'S 
WHERE WE CAN DEMONSTRATE TO THE 
CUSTOMER THERE IS A REASON YOU WANT 
TO GO TO THIS. IT'S THE CONCEPT 
OF ADVICE ME. IF WE GO FROM SELLING 
A PRODUCT AND SERVICE AND PRODUCT 
AND SERVICE PROVIDER TO AN ADVISOR 
IT TO THEM. THAT'S A ULTIMATE STICKY 
POINT. ACROSS INDUSTRY THERE ARE 
CERTAIN LIMITATION. IF YOU ARE IN 
BANKING YOU DON'T WANT TO NECESSARILY 
WANTS TO DIS SP DIS PENSE ADVICE. 
BUT TO GET MOST OUT OF THE TECHNOLOGY 
THEY PURCHASE. IF YOUR A AUTO, LOOK, 
HERE ARE SOME THINGS THAT COULD 
MAKE YOUR EXPERIENCE BETTER. AND 
THAT'S WHERE WE ULTIMATELY -- A 
LOT OF ORGANIZATIONS WANT TO GET 
TO, THAT'S WHERE IT'S STICKY AND 
DIFFERENTIA TE FROM WIDGET A OR 
WIDGET B OR ORGANIZATION A OR ORGANIZATION 
B. WOULD YOU AGREE. YES. I'LL GIVE 
YOU 20 DOLLARS LATER. JUST JOKING. 
SO THE LAST SLIDES I'LL END WITH 
HERE. THE WHOLE CONCEPT OF WHAT 
WE'RE TRYING TO DO IS NOT ONLY EXPAND 
SINGULAR PART OF THE ORGANIZATIO 
N. BUT CUSTOMER SERVICE IT'S THE 
ENTIRE ORG ANIZATION RESPONSIB LE. 
SO WHEN HE TALK ABOUT CUSTOMER SERVICE 
WE TALK ABOUT THE CONTACT CENTRE. 
WHATEVER YOU CALL THEM. ON SHORE, 
OFFSHORE. FIR THAT'S ONE PORTION 
OF THE SERVICE. THE SECOND PORTION 
IN SOME INDUSTRY, SOME NOT RELEVANT. 
BUT IT'S FACE TO FACE. AT SOME POINT 
YOUR PEOPLE WILL BE INTERACTING 
WITH YOUR PARTNERS OR DISTRIBUTORS 
FACE TO FACE. HOW MANY PEOPLE IN 
THE ORGANIZA TION HAVE FACE TO FACE 
DEALINGS WITH CUSTOMERS. YEAH, MOST 
OF YOU. SO YOU CAN'T FORGET THAT. 
I HAVE SEEN A LOT OF ORGANIZATIO 
N MAKE INVESTMENT ONLY HERE ON THE 
FIRST PART AND FORGET ABOUT FACE 
TO FACE. WHAT DOES THAT DO FOR CUSTOMERS 
WHEN THEY HAVE A BEAUTIFUL EXPERIENCE. 
OR THEY GET INTO A BRANCH AND IT 
BREAKS DOWN. THE LAST PIECE, I DON'T 
LIKE THE TERM, IT'S THE CONCEPT 
OF BACK OFFICE AND A COUPLE THINGS, 
BACK OFFICE, FOR ALL OF THIS INFORMATION 
THAT WE COLLECTED FROM CONTACT CENTRES 
AND FACE TO FACE. WHAT IS A HUGE 
AMOUNT OF INFORMATION. HOW TO HARNESS 
IT AND USE IT. SO FOR EXAMPLE, IN 
FINANCIAL SERVICES MANY OF THE COMMERCE 
ARE SAYING I HAVE A LOT OF BEHAVIORAL 
INFORMATION AND DEMOGRAPHIC INFORMATION 
AND TRANSACTIONAL INFORMATION FROM 
CONTACT CENTRES AND DEALINGS . HOW 
CAN I HARNESS THAT FOR BETTER EXPERIENCE 
FOR THE CUSTOMERS ALL THE INFORMATION 
IS GOOD INDICATION OF FRAUD ATTEMPTS. 
I MIGHT HAV E LOGGED MANY THINGS 
WIT H AUTHENTICATION ATTEMPTS ORACLE 
OR CALL IN ATTEMPTS. THOSE ARE ALL 
THINGS WE SHOULD BE ABLE TO HARNESS 
AND SHOULD BE ABLE TO SAY TO THE 
CUSTOMER WE NOTICE THAT SOMEBODY 
TRIED TO BE FRAUDULENT WITH YOUR 
ACCOUNT. SO LET'S USE ALL THE DATA. 
AND THE OTHER DIMENSION OF THE BACK 
OFFICE IS THE ABILITY TO USE THE 
SAME TECHNOLOG Y WE'RE POINTING 
EXTERNAL AND USE IT INTERNAL FOR 
YOUR PEOPLE. AND CUSTOMER SERVICE 
WHAT DO WE FOCUS ON. C 2'S. AND 
DISTRIBUTORS AND TURN THE SAME TECHNOLOGY 
AROUND AND USE INTERNALLY FOR EMPLOYEES. 
SO AT MICROSOFT ALL OF US USE CUSTOMER 
SERVICE IN A SENSE. THIS IS BACKBONE 
OF THE HR SYSTEM. WHEN YOU ASK HR 
A QUESTION. WE DO FIRST DEFLECT 
AND SEND EMPLOYEES TO A PORTAL AND 
SAY CAN YOU ANSWER THE QUESTION. 
IF THE PORTAL CAN'T ANSWER THE QUESTION 
A CASE IS CREATED IN DYNAMICS. A 
LOT OF TALKING. TRACKING SO FAR. 
THANKS FOR BEARING WITH ME IN THIS 
REALLY WARM ROO M. THERE IS JUST 
A COUPLE OF THINGS AS WE TRANSITION 
INTO SOME OF THE TECHNOLOGY THEN, 
MANY OF YOU MAY HAVE SEEN THIS ARTICULATION. 
BUT THE REASON I SHOW IT, THIS DOES 
HELP CAPTURE AND IT WILL ANIMATE 
-- SO I DON'T KNOW IF YOU WANT A 
BEFORE AND AFTER. ONE OF THE MANY 
THINGS, TODAY A LOT OF SERVICES 
ORGANIZAT ION ARE CHALLENGED WITH 
THIS: WHERE THE CURRENT BUSINESS 
MODEL IS ONE SIZE FITS ALL. NO MATTER 
THE INTERACTION OR CUSTOMER WE TREAT 
THEM THE SAME. YOU CONTACT, YOU 
CONTACT. AND THROUGH THE SAME THING 
AND PROCESS, IF YOU WILL. AND FOR 
US, IF WE'RE SAYING, THERE ARE LEGITIMATEL 
Y INTERACTIO NS THAT SHOULD BE LOWER 
TOUCH OR HIGHER TOUCH. IF YOU ARE 
TALKING ABOUT A ADDRESS UPDATE OR 
PASSWORD RESET. DO WE NEED A HUMAN 
TO PROCESS THAT. AND IN CERTAIN 
INDUSTRIES OR SCENARIOS SURE. BUT 
GENERALLY SPEAKING PROBABLY NOT. 
THESE ARE THINGS A SYSTEM SHOULD 
BE ABLE TO TO. SO HOW TO IDENTIFY 
AND IDENTIFY WHAT IS LOWER TOUCH, 
SO THAT WE CAN DIRECT THEM TO SELF 
SERVICE. AND HOW TO BRING MORE REVENUE 
OR SATISFACTION AND ROUT THEM APPROPRIATELY. 
SO THE ART OF HOW TO FIND -- HOW 
TO FIND AS FAR UP STREAM AS POSSIBLE. 
SO IT'S ONE THING TO SAY, YOUR CUSTOMER 
HAS CALLED IN AND GONE THROUGH A 
5 MINUTE T RUCHINGS, A GE PROCESS 
AND THEN YOU GAVE THEM THE APPROPRIAT 
E LEVEL OF SERVICE. JUST BY THE 
DEMOGRAPHIC INFORMATION OR THE PHONE 
NUMBER OR EMAIL OR JUST BY THE FACT 
THE Y INTERACTED WITH US THROUGH 
THE APP WE KNOW SO MUCH ABOUT THEM 
SO LET'S ROUT THEM APPROPRIA TELY. 
HOW FAR UP STREAM CAN WE GO. IT'S 
THE RIGHT TOUCH FOR THE INTERACTION 
IF YOU WILL. SO FINALLY WE GET TO 
THE TECHNOLOGY PIECES AND HOW THOSE 
BIG CONCEPTS BREAK DOWN INTO THE 
TECHNOLOGY NAMES THAT YOU HAVE SEEN 
YESTERDAY, AND WILL SEE TODAY. THE 
FIRST FOCUS, AND HOPEFULLY HAVE 
SEEN THIS, A HUGE CONTINUED FOCUS 
ON PRODUCT ACTIVITY. BY SHOW OF 
HANDS. HOW MANY PEOPLE IN THE ROOM 
HAV E USED DYNAMICS FOR CUSTOMER 
SERVICE APP ? OKAY, ABOUT A THIRD 
OF YOU. SO IF YOU GUYS ARE FAMILIAR, 
AND KNOW IT'S LONG AND STO RIED 
HISTORY. BUT A LOT OF THE CURRENT 
FOCUS IS HOW TO MAKE THINGS PRODUCTIVE. 
WE WANT TO MAKE SURE THEY DON'T 
TOUCH WHAT THEY DON'T HAVE TO TOUCH. 
THEY SHOULDN'T HAVE TO SPEND 30 
SEBLGD SECONDS FROM A RECORD. WHY 
NOT HAVE THE PATH DISPLAYIN G. AND 
THE CUSTOMER LIFETIME JOURNEY COMING 
UP. AND ALL THE STUFF THE AGENT 
SHOULDN'T HAVE TO DO ON THEIR OWN. 
AND THE SECOND PLACE IS THE OMNI 
CHANNEL, AND HOW MANY OF YOU HAVE 
SEEN THE A OMNI CHANNEL ENGAGEMENT 
HUB. CHAT FOR DYNAMICS. VERY FEW 
OF YOU. THE WHOLE CONCEPT HERE IS 
TODAY AND TOMORROW HOW TO GIVE AUTO 
PLACE IN DYNAMICS FOR YOUR AGENTS 
AND SUPERVISORS AND PEOPLE TO GO 
AND LAND ALL THESE CHANNELS AND 
HAVE IT CONT CONTEXTUALLY THE IMPORTANT 
THING TODAY AND TOMORROW IF YOU 
ONLY SUPPORT WHAT YOU HAVE TODAY. 
5 YEARS FROM NOW YOU WILL USE CHANNELS 
THAT DON'T EXIST TODAY. IF YOU ASKED 
5 YEARS TODAY. DO YOU THINK WHAT'S 
APP WILL BE WHAT IT IS AND OTHER 
CHANNELS WE HAVE NO IDEA WHAT IS 
COMING. SO FOR US WHATEVER IS COMING 
AND HAVE TODAY WE WANT TO GIVE YOU 
THAT PLACE TO EASILY PLUG IN. TODAY 
IT MIGHT BE PHONE SMS AND FAC EBOOK 
MESSENGER AND CHAT. AND TOMORROW 
IT MIGHT BE MIX ED REALITY AND IT'S 
ALL ABOUT THAT PLACE THAT YOU AS 
A ORGANIZATION CAN LAND AND THEN 
THIS CONCEPT OF P PROACTIVE SERVICE. 
SERVICE TODAY IS MOSTLY REACTIVE. 
SO SOM EBODY HAS A ISSUE AND RESOLVE 
IT. HOW TO GET AHEAD OF THE ISSUES. 
ESPECIALLY WHEN YOU HAVE A BUSINESS 
WITH CONNECTED DEVICES AND ALL THE 
INFORMATION YOU HAVE FROM THE DEVICES 
WE SHOULD BE ABLE TO HARNESS IT 
AND USE PROACTIB ACAC TIVELY: WE 
SEE THE HVAC SYSTEM IS SENDING ERROR 
ABOUT THE AC. LET'S GIVE A CALL 
AND INTERACTI ON TO THE CUSTOMER 
BEFORE THEY HAVE TO COME TO US. 
AND NOT ONLY ABOUT A DEVICE PERSPECTIVE. 
BUT THE ABILITY TO SAY AS MORE AND 
MORE DEVICES ARE CONNECTED AND EVEN 
FOR YOU GUYS AND ORGANIZATION THAT 
YOU MIGHT NOT PRO DUCE PHYSICAL 
DEVICES TODAY. IT ALSO HAS TO DO 
WITH APPS. BECAUSE EA APPS CAN SEND 
SIGNALS AND SEND SIGNALS BACK. HOW 
TO ALLOW CUSTOMER SERVICE TO TAKE 
MORE OF A PART IN HELPING TRIAGE 
AND RECTIFY SOME ISSUES BEFORE WE 
HAVE TO SEND OUT A PERSON. HOW MANY 
ORGANIZATION DO SERVICE TECHNICIANS 
TO DISPATCH PEOPLE TO SOLVE SOMETHING. 
THAT'S A SURPRISE. >> FIELD SERVICE. 
>> FIELD CERTI SERVICE. WHETHER 
YOU HAVE PHYSICAL OR DIG ITAL ASPECTS. 
FIELD TECHNICIANS ARE SOME OF THE 
MOST COSTLY RESOURCES TO SEND OUT. 
CAN WE TAKE THAT TO CUSTOMER SERVICE 
AND SEND A SEL F HEAL COMMAND TO 
THE DEVICE TO RESEST. AND THEN WE 
DON'T NEED TO DISPATCH A TECHNICIAN. 
IT'S HOW TO GET P PROACTIVE THERE. 
INSIGHT IS A WORD YOU HAVE PROBABLY 
SEEN A LOT. AND THIS IS ALL AROUND 
WITH THE MASSIVE AMOUNT OF DATA 
HOW TO ALLOW AI TO DETECT TREND 
AND IS THINGS WE SHOULD FOCUS ON. 
HOW MANY OF YOU CONTACT CENTRES 
DO MORE THAN 100, 000 CASES A MOVANT. 
EVEN IF IT'S MORE THAN 10, 000 A 
MONTH THAT'S BIG VOLUMES OVER YEARS. 
IF YOU DO MORE THAN 10, 000 A MONTH. 
THAT'S A BIG VOLUME. HP DOES 600 
MIL LION INTERACTION S A YEAR. THAT'S 
RIDICULOUS. SO IF IT'S THOU OR 10'S 
OF THOUSANDS. YOU WILL NEVER HAVE 
THE TIME TO HAVE PEOPLE LOOK FOR 
ALL THE DATA. WE KNOW THAT'S NOT 
A THING. SO HOW TO LET AI LIKE THROUGH 
THAT. IF I HAVE A MILLION CASES 
A YEAR AND CAN THEY GO THROUGH AND 
SAY THIS IS 50, 000 YOU SHOULD FOCUS 
ON. AND WHEN IT'S PHONE AND THIS 
PAR TICULAR ISSUE IT ALWAYS RESULTS 
IN A NEGATIVE SATISFACTIO N. BUT 
IN A CHAT BOT IT'S A POSITIVE. SO 
THEN YOU CAN MAKE THIS COMPARISON. 
SO LET THE AI DIG THROUGH THE DATA 
AND LET YOU HAVE INSIGHT. IT'S JUST 
TOO MUCH DATE DATA AND INSIGHT. 
SO THE LAST ONE OF AI ASSISTED SERVICE. 
AND WE KNOW -- WE HAVE A SHOW OF 
HANDS MOST OF YOU HAVE DEALT WITH 
CHAT BOTS. BUT JUST AS IMPORTANT 
IS THE WHOLE CONCEPT OF USING AI 
INTERNALLY. SO IF I'M A AGENT OR 
EMPLOYEE I ALSO HAVE A NEED FOR 
THE VIRTUAL AGENTS, I WANT TO DO 
MY JOB BETTER AND I WANT THE SAME 
TECHNOLOGIES POINTED AT ME. AND 
SOME GUYS I DON'T KNOW IF YOU KNOW 
THIS, WE USE BOT S HEAVILY JOURNALL 
INTERNALLY. HOW MANY HAVE LOOKED 
AT THE GUIDE. SO NOBODY WANTS TO 
LOOK AT ANY LICENSING GUIDE. BUT 
IT' S 150 PAGES. SO IN A SALES ROLE 
WE NEVER WANT TO CRACK THAT OPEN 
BUT WANT THE DATA FROM IT. SO WE 
HAVE A BOT INTERNALLY THAT CAN ASK 
QUESTIONS FROM THE DOCUMENT. AND 
SAY, I WANT THE SKEW FOR THIS OR 
PRICE FOR THAT AND THE BOT IS ALSO 
CONNECTED TO THE DYNAMICS SYSTEM 
WE USE TO TRACK LEADS AND OPPORTUNIT 
IES, AND SO NOT JUST USING EXTERNALLY. 
AND NOT ONLY A CHANNEL BUT A INTERFACE 
INTO THE SYSTEMS ROA RATHER THAN 
LOG INTO DYNAMICSS I CAN DO THAT 
THROUGH A CHAT IN INTERFACE. IF 
I'M COMING OUT A MEETING INTO MY 
CAR I MAY NOT WANT TO YOU WILL UP 
THE APP. I JUST WANT TO CHAT WITH 
THE BOT AND SAY THAT MEETING WAS 
GOOD AND LOG A NOTE FOR THIS OPPORTUNITY. 
SO IT CAN BECOME A INTERFACE INTO 
THE SYSTEM AS A OVER LAY. DOES THAT 
MAKE SENSE AS A HIGH LEVEL. THAT 
IS WHERE THEY'RE GOING. EVERYONE 
WANTS TO FIND THE PATH OF RESISTANCE. 
AND SOMETIMES IT'S IN THESE INTERACTIONINGS. 
I DON'T WANT TO GO TO A SYSTEM BUT 
INTERACT WITH A VIRTUAL ASSISTANT. 
DOES THAT MAKE SENSE. PERFECT. SO 
WE HAVE 10 MINUTES REMAINING HERE. 
AND WHAT I THOUGHT I WOULD DO -- 
HOW MANY PEOPLE HAVE NOT SEEN THE 
VIRTUAL AGENT? HAVE NOT SEE N. I 
SHOULD SAY VIRTUAL AGENT FROM MICROSOFT 
FROM DYNAMICS? JUST A FEW OF YOU. 
SO MOST OF YOU HAVE SEEN IT. SO 
WHAT I DID WANT TO DO AS AN EXAMPLE 
OF THE LOWER BARRIER OF ENTRY HERE 
AND GO AHEAD THROUGH THE VIRTUAL 
AGENT AND THE BUILDING. YOU STILL 
WANT TO DO THAT IN THE ROOM. LET'S 
DO THAT AND SEE. SO SOMETHING I 
MENTIONED BEFORE OF COURSE, WAS 
AS WE TALK ABOUT THE LOWER BARRIER 
OF ENTRY. IT SHOULD BE EASY FOR 
PEOPLE TO BUILD SOMETHING. IN 9 
MINUTES WE'LL DO A MOCK CONVERSATIO 
N FOR THE BOT. LET'S MAKE SOMETHING 
UP. IN ATLANTA. WHAT SHOULD WE ASK 
THE BOT. WHAT IS A GOOD PLACE TO 
EAT. AS YOU SEE I CREATED THAT ALL 
RIGHT. WHAT IS ANOTHER ONE. WHICH 
SESSION SHOULD I GO TO. THAT'S A 
HARD ONE TO PICK. LET'S DO THAT. 
WHAT SESSIONS SHOULD WE GO TO. AND 
THIS IS AN EXAMPLE OF THE INTERFACE 
AND MANY OF YOU -- SO WHAT SES SIONS. 
SO HERE IN AFFECT WHAT I'M DOING 
IS BUILDING THIS PARTICULAR TOPIC. 
WHICH IS A T TOPIC OF KFRPGS. CONVERSATION. 
SO I'M DOING PHRASES THAT WOULD 
TRIGGER THE BOT. SO WHA T SESSIONS 
SHOULD I GO TO. WHAT'S THE BEST 
SESSION. I'LL JUST DO A FEW OF THESE. 
WHAT'S A GOOD SESSION? SOME OTHER 
SUGGESTIONS HER E. NOT VER Y CREATIVE. 
>> [INAUDIBLE]. >> SINCE WE'RE ASKING 
FOR THE BEST AND THE GOOD. AND THAT 
LEADS TO A SESSION OF WHAT SESSIONS 
ARE GOING ON RIGHT NOW. BECAUSE 
THAT'S A DIFFERENT TOPIC WHAT SESSIONS 
ARE GOING ON NOW. VERSUS WHAT IS 
THE BEST SESSION TO GO THROUGH. 
WE'LL JUST DO THERE 4 PHRASES SO 
JUST BY VIRTUE OF THAT. BEHIND THE 
SCENES WHAT IT IS DOING IS ENGAGING 
THE NATURAL LAN GUAGE MODULES TO 
UNDERSTAND THE INTENT. WHAT YOU 
DON'T WANT TO DO IS WRITE IN EVERY 
CONCEIVABLE QUESTION THEY COULD 
ASK. BECAUSE THERE IS NO WAY YOU 
CAN DO THAT. WE'RE ALL CONSUMER, 
AND WE ASK QUESTIONS IN THE DUMBEST 
OF WAYS THAT MAKE NO SENSE. SO FOR 
THIS I MIGHT ASK, GOOD SESSION? 
WHAT SESSION. SESSION NOW. SO WE 
CAN TRAIN IT MORE AND MORE. AND 
RIGHT NOW THE SYSTEM IS UNDERSTANDING 
THAT WE'RE TALKING ABOUT A GOOD 
OR BEST SESSION AND IT' S . SO FROM 
A CONVERSATIONAL APPROACH THIS IS 
BUILDING FROM THE FLOW OF CONVERSATION. 
SO WE TRIGGERED THIS TOPIC AND NEED 
THE BOT TO CONVERSE WITH US AND 
HAVE A INTERACTION WITH US. IT WILL 
SAY THANKS FOR ATTENDIN G, WHAT 
KIND OF SESSION. HERE WE MIGHT WANT 
TO CLARIFY WHAT KIND OF SESSION 
ARE YOU LOOKING FOR. POW ER PLATFORM 
AND DYNAMICS. POWER VI. SO HERE, 
WE MIG HT JUST GO AHEAD AND GIVE 
A FEW CHOICES. SO YOU COULD DO FREE 
TEXT OR ADD IN 3 DIFFERENT RESPONSES 
HERE. AND FIRST ONE POWER PLATFORM 
AND , DYNAMICS. AND THIRD ONE SAYS 
-- WHAT IS NOT INCLUDED. CDS. OKAY. 
KIND OF PART OF POWER PLATFORM. 
AND HERE ALREADY, JUST BY VIRTUE 
OF THAT. THI S EDITOR IS WORKING 
WITH THE CHOICES. CAN I GET A SHOW 
OF HAND WHO SAYS THIS IS EASY TO 
USE. I DON'T CODE BY THE WAY. CITIZEN 
DEVELOPER. HOW MANY PEOPLE IN HERE 
CODE? >> YEAH, VERY, VERY FEW OF 
YOU AND THOSE THAT RAISE YOUR HAND, 
WILL GET 14 DIFFERENT JOB OFFIC 
OFF OFFERS. SO HOW TO MAKE THIS MORE 
CITIZEN DEVELOPER. EVEN FOR PRODEVELOPERS 
THIS IS VASTLY EASIER THA N TRACKING 
OPEN VS TO MAKE THIS. YOU CAN EXTEND 
ON TOP OF THIS. THIS BOT HERE GIVES 
ME CE RTAINL Y LEVEL OF PERFORMANCE. 
IT'S JUST BUILDING THAT BASE THAT 
MAKES IT EASIER. SO LET'S DO THIS. 
WE'RE GOING TO SAY, YOU KNOW WHAT, 
IF YOU CHOSE POWER PLATFORM -- OKAY, 
THANKS -- AND THEN WE'RE GOING TO 
END WITH A SURVEY. IF YOU CHOSE 
CDS WE'RE GOING TO SAY, GNAW, NO, 
YOU WANT DYNAMICS. AND WE' RE GOING 
TO REDIRECT THAT PATH OVER AND CLICKING 
INTO THE DYNAMICS PATH. DOES THAT 
MAKE SENSE WHAT I DID THE RE? SO 
WHAT WE HAVE HERE IS I MIGHT THEN 
JUST GO AHEAD AND SAY, ALL RIGHT. 
THANKS FO R CHO CHOOSING DYNAMICS, 
LET'S PULL UP SESSIONS FOR YOU . 
AND I'M GOING TO TALK ABOUT A FEW 
TERMS HERE. HOEC HOPEFULLY YOU ALL 
KNOW. AS OPPOSED TO HAVING A BOT 
THAT JUST STANDS ALONE -- QUESTION? 
>> [IN AUDIBLE] . >> DID I? SORRY. 
YEP, YOU'RE RIGHT. SO I'M GOING 
TO SAY BOT SAYS HERE. I'M GOING 
TO PUT SOMETHING IN HERE. IF CD 
SD S -- OKAY, I'M SORRY, I THINK 
I MIS DRAGGED THE CONVERSATION EARLIER. 
THANK YOU FOR CATCHING THAT. SO 
WE'RE GOING TO GO AHEAD AND SAY 
-- THANKS FOR PICKING DYNAMICS. 
SO NOW THEY BOTH END UP AT THE SAME 
PATH. THANKS FOR CATCHING THA T. 
PICKING UP WHERE I WAS THERE. THIS 
IS NOW -- AND I DON'T HAVE ANY BUILT 
OUT HERE. YOU ARE FAMILIAR WITH 
FLOWS.  THE ENTRY GAIT TO THE K 
ECOSYSTEM. WE WANT THIS AGENT TO 
TAP INTO THE SYSTEM. SO FROM WHAT 
WE FOUND. IF WE JUST BUILT A BOT 
AND IT ANSWERS SOME QUESTIONS BUT 
DOESN'T DO SOMETHING ON BEHALF OF 
THE USER WE DON'T SEE AS MUCH IMPACT. 
YOU ARE CONTACTING A ORGANIZATI 
ON, AND YOU INTERACT WITH THE BOT 
AND YOU SAY HOW TO UPDATE MY ADDRESS. 
HERE IS A NUMBER YOU CAN CALL. IT'S 
HELPFUL, IT DID GIVE YOU A NUMBER. 
BUT DIDN'T DO THE ACTION ON YOUR 
BEHALF. YOU STILL HAVE TO CALL A 
NUMBER AND DO AN ACTION. IF YOU 
CAN HOOK IT UP TO THE INTERNAL SYSTEMS 
AND MAKE THE ADDRESS CHANGE UPDATE. 
IF THAT MAKES SENSE THEN YOU ARE 
DOING THE ACTION ON BEHALF OF THE 
USER AND DON'T HAVE TO DO ANYTHING. 
THAT'S WHERE WE SEE THE MOST IMPACT. 
SO AS A RESULT WHAT WE WANT IT TO 
BE NOT JUST A SIMPLE Q&A AGENT. 
WE WANT IT TO BE ABLE TO TAP INTO 
TH E DATABASES AND SYSTEMS INTERNALLY 
USING FLOW. SO WE CAN IMAGINE THE 
SESSION CATALOG COULD BE SOMETHING 
ON CDS OR ANYTHING. AND THIS NOW 
BY INVOKING FLOW, WE CAN GO AHEAD 
AND SEND THI S OUT AND LET'S RETRIEVE 
THE SESSION OF DYNAMICS FROM THE 
SUMMIT AND RETURN TO THE USER AND 
REACHING OUT AND BRINGING THAT BACK 
IN. AND THE LAST THING I'LL TALK 
ABOUT REALLY QUICK -- A COUPLE MINUTES 
LEFT HERE. AND I'LL DUMP THIS TO 
ANOTHER TOPIC THAT WE HAVE TO FINISH 
THIS OUT: AND WE WANT TO MAKE IT 
DEAD EASY FOR PEOPLE TO BE ABLE 
TO TEST AND SEE THIS CONVERSATION. 
SO AS AN EXAMPLE: IF I TEST MY BOT, 
AND I'M GOING TO GO AHEAD AND START 
OVER WITH THE LATEST CONTENT THIS 
IS SOMETHING WE CAN TEST RIGHT NOW 
WITH THIS PARTICULAR CONVERSA TION. 
SO LET'S SEE IF THIS WORKS. WE HAVE 
QUESTIONS HERE. YOU CAN ASK IT SOMETHING 
DIFFERENT. I'M OUT OF CREATIVE JUICES 
HERE AND SAY, WHAT IS A GREAT SESSION. 
WE DON'T HAVE THAT LITERALLY WRITTEN 
IN HERE. I DON'T BELIEVE. BUT IT 
SHOULD BE THE SAME MEANING WE HAVE 
BEHIND THE SCENES. AND SO AS THE 
BOT PROCESSES THAT, IT WILL GO AHEAD 
AND MATCH TO THE TOPICS WE HAVE 
AND AS IT'S FINDING A MATCH IT'S 
MARKING IN GREEN THIS PARTICULAR 
PHRASE TRIGGERS TRIGGERED. AND HERE 
ARE THE CHOICES WE HAVE BLEU HAVE 
BELOW. WE'LL PAUSE THERE. CAN YOU 
AGREE THAT'S FAIRLY EASY TO USE. 
THANKS. AND THE LAST THING I'LL 
END ON. AND LAST BUT NOT LEAST. 
EVEN IN THE MI MIDST OF ALL THIS. 
I DON'T WANT TO OVER LOOK THE FOCUS 
ON ACCESSIBILITY. AND THIS IS SOMETHING 
REALLY KEY FOR ME AND A LOT OF FOLKS 
AT THE ORGANIZATION. AND IT'S THE 
ABILITY FOR US TO SAY WE HAVE TO 
MAKE SURE ALL THE TECHNOLOGIES THAT 
ALL THE THINGS WE CONSIDER HAVE 
EVERYBODY IN MIND. BECAUSE THE WORLD 
WE'RE WORKING IN AND WE TALKED ABOUT 
WE NEED TO RECRUIT PEOPLE MORE LIKE 
OUR CUSTOMERS AND MORE PEOPLE WHO 
MAY NOT BE AGENTS IN THE TRADITIONAL 
SENSE OF CUSTOMER SERVICE AND ACROSS 
ALL THE BUSINESS. WE HAVE TO MAKE 
IT ABSOLUTELY ACCESSIBLE TO THEM. 
AND WE WANT TO MAKE SURE WE HAVE 
A COMMITMENT AND MAKE SURE WE HEAR 
FROM YOU. AND SO PLEASE LET US KNOW 
IF THERE ARE THINGS TO MAKE YOUR 
SYSTEMS AND TECHNOLOGY AND IS PROCESSES 
MORE ACCESSIBLE AND FRIENDLY AND 
OPEN LET US KNOW. AND WE HAVE A 
HUGE COMMITMENT TO THAT. AND THEN 
ON THAT NOTE WE HAVE 9 SECONDS LEFT 
