n one of the world’s largest contact centers, Microsoft is proving that technology and humanity aren’t at odds—they’re stronger together. Join leaders from Microsoft’s Customer Service & Support organization—alongside a frontline service representative—for a rare, behind-the-scenes look at how generative and agentic AI are transforming both the customer and employee experience. Hear first-hand how AI is taking repetitive work off the table, empowering teams to prioritize value-creating interactions and deeper customer relationships. The session also explores what the future of work looks like in the contact center—where humans and intelligent AI collaborate to deliver service that’s faster, smarter, and more human than ever before.