After delivering several AI projects within customer service, I’m excited to share my biggest lessons learned from these often challenging initiatives, using Microsoft AI Foundry.

We’ll look at the different types of customer questions and the AI patterns suited to each, the security challenges specific to customer care and what changes when you scale from a single business unit to an entire organization.

The main focus is about building trust: how to let AI agents engage with customers while keeping humans in the loop?

Expect practical architecture guidance, lessons from the trenches and live demos.