Microsoft has rebranded its contact center workspace to “Copilot Service workspace” in an effort to better align with modern customer experience trends. As part of this shift, the company has stopped using the term “agent” for live representatives, opting for terminology that reflects a more dynamic and customer-centric role. This change likely stems from the growing integration of AI-driven automation, which is reshaping traditional contact center functions. By repositioning its workspace and language, Microsoft aims to create a more seamless and intelligent environment where human representatives work alongside AI to enhance customer interactions and improve efficiency. More information at CX Today.
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