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