James Bowen
Principal Solution Engineer
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James Bowen is a Principal Solutions Engineer for AI Business Solutions in Manufacturing & Mobility at Microsoft, helping enterprises drive digital transformation with Dynamics 365, Copilot, AI Agents, Azure, and M365. A longtime leader in the Microsoft Dynamics community, he brings technical sales leadership and a track record of building high-performing teams. Based in Atlanta, Georgia.
From Breakdown to Breakthrough: An AI-Powered Service Journey from Contact Center to Field Service
A production-line failure. An urgent customer call. A technician in the field. What happens next can define the customer relationship.
In this interactive session, we'll tell the story of a manufacturing company responding to a critical service event. Watch as AI-powered tools guide every step of the process—from the initial contact center interaction through intelligent case resolution, work order creation, scheduling, dispatching, and successful onsite repair.
Through a live demonstration of Dynamics 365 Contact Center, Customer Service, Field Service, and Copilot, you'll see how organizations can transform reactive service processes into proactive, connected experiences that increase customer satisfaction and operational excellence.
Attendees will learn:
How to modernize service operations with AI and automation
How data and context flow seamlessly across service teams
How manufacturers can turn service challenges into opportunities to strengthen customer relationships
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