Microsoft Events presents a session featuring Mike Kraybill, showcasing how ice Contact Center uses AI-powered chatbots and live agents to deliver efficient customer support and analytics.

Demo: ice Contact Center Integrating Chatbots and Live Agents at Microsoft Ignite

Speaker: Mike Kraybill Event: Microsoft Ignite 2025 Session ID: ODSP1482

Introduction

This session explores how the ice Contact Center platform enables organizations to manage customer interactions across live chat, voice, and SMS channels. The demonstration focuses on integrating a generative AI-powered chatbot (iceBot) for FAQ and automated support, followed by seamless escalation to a live agent for more complex queries.

Key Capabilities

  • Real-Time Chatbot Responses:
    • iceBot uses its knowledge base to provide immediate answers to typical customer questions.
    • Generative AI enhances the bot’s ability to handle a wide variety of queries.
  • Multi-Channel Support:
    • Similar automated support processes are available for voice and SMS.
  • Agent Handoff:
    • When a question requires deeper insight, the chat is escalated to a live agent.
    • The agent joins the conversation for quick, personalized resolution.
  • Live Chat Features:
    • iceChat delivers simple and effective text communication between customers and agents.
  • Post-Conversation Analytics:
    • AI and translation services analyze conversations after completion, supporting feedback and quality improvement.

Technical Highlights

  • Integration of generative AI into FAQs and customer support workflows
  • Smooth bot-to-agent transfer without loss of context
  • Knowledge base retrieval via AI-powered search
  • Support for multiple communication channels (chat, voice, SMS)
  • Use of analytics and translation post-interaction

Further Learning

Session Chapters

  • Introduction to ComputerTalk and iceBot demo
  • Explanation of iceBot as FAQ and generative AI assistant
  • iceBot finds answers from the knowledge base
  • Voice and SMS channel support overview
  • Live agent joins customer conversation
  • Live chat feature walk-through
  • Post-conversation analysis with translation and AI

Presented by Mike Kraybill at Microsoft Ignite 2025.