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

• View the demo: YouTube Link
• Learn more about Microsoft Ignite: ignite.microsoft.com

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.