Microsoft Events and Jake Showalter present actionable insights from Microsoft Ignite 2025, revealing how AI transforms customer support by automating resolutions and driving business outcomes.

Top 3 AI Use Cases Shaping Customer Experience

Session Overview

Presented at Microsoft Ignite 2025 by Jake Showalter, this intermediate-level session explores how AI is revolutionizing customer experience well beyond basic chatbots. Drawing on results from over 100 brand implementations, it demonstrates practical approaches to automate support and deliver business value.

Key Topics Covered

Action-Oriented AI Beyond Chat: Delve into advanced AI capabilities that move support beyond simple chat interactions to true business outcome engines.
Automated Resolution Engines: Learn how AI-powered systems can automate up to 80% of customer support tickets, reduce handling time, and transform support into a revenue channel.
Real-World AI Workflows: See examples of AI analyzing customer-uploaded photos, triggering workflows such as refunds and replacements tailored to industry-specific needs (electronics, home goods, automotive sectors).
Adoption of GPT & Generative AI: Understand the benefits and limitations of early GPT adoption for practical business applications.
Strategic AI Partnerships: Discover how Microsoft’s scalable partnerships are delivering measurable improvements in CSAT, efficiency, and ROI.

Proven Strategies

Boosting Customer Satisfaction (CSAT): Implementation tips for leveraging AI to improve resolution accuracy and experience.
Reducing Operational Costs: Workflow automation to streamline support processes and minimize manual intervention.
Driving Measurable ROI: Real metrics and examples of how AI can deliver tangible financial benefits and new revenue opportunities.

Additional Resources

Key Speaker

Jake Showalter

For professionals seeking hands-on AI solutions in customer experience, this session offers actionable methods, technical detail, and honest discussion on achievements and pain points.