Vom Ticketsystem zur Denkzentrale – wie viel KI verträgt der Kundenservice?

Modern after-sales and customer experience strategies increasingly rely on intelligent services rather than rigid processes. This session will demonstrate how tools such as Microsoft Dynamics 365 Customer Service, in combination with the Power Platform – including Copilot Studio – and Azure AI services, can work together to systematically advance customer service. Drawing on best practices and project experience, we will present concrete use cases and address the question of where AI can provide meaningful support and where human interaction remains indispensable.