What is the gold that will help build an agentic world?
Microsoft’s Ignite event this year has unveiled yet another fascinating glimpse into our AI-founded future.
A series of announcements were made, including the introduction of out-of-the-box AI agents designed to transform how businesses operate.
These are not just any AI tools – they are task-oriented, proactive and context-aware autonomous agents integrated into Microsoft’s most popular business tools. From SharePoint agents that enhance productivity using stored data to Facilitator agents that serve as robotic meeting assistants in Teams, these solutions are designed to be immediately deployable without requiring extensive AI expertise.
Beneath these exciting announcements lies a crucial truth. The success of any AI implementation – especially in customer engagement scenarios – depends entirely on one fundamental element. Data.
By this we do not mean just any data. Success depends on leveraging the right data, captured correctly at the source.
Consider the vast ecosystem of customer interactions within any organization. Traditional approaches have focused heavily on structured data – the neat, organized information that sits in centralized databases. While this data is undoubtedly valuable, it represents only a fraction of the customer experience story. The real treasure often lies in unstructured data, which stems from the conversations, emails and interactions that have historically been challenging to capture and analyze effectively.
When organizations can successfully capture and integrate both structured and unstructured data, they unlock countless possibilities for AI application.
Think about customer service scenarios. While clean, structured data is crucial for billing accuracy and operational efficiency, the true value often lies in the unstructured interactions between customers and service representatives. These conversations contain invaluable insights, solutions and patterns that, when properly captured and analyzed, can transform service delivery.
The advent of large language models has revolutionized how we can utilize this unstructured data. When every customer conversation across every channel is transcribed and stored, organizations create a ‘goldmine of insights’. This combination of unstructured conversations and the structured data discovered through human interaction creates a powerful repository of institutional memory which can be immediately accessed and acted upon.
However, capturing this valuable data is only half the battle. The main challenge lies in transforming it into actionable insights that can improve both customer and employee experiences. This is where modern AI solutions come into play, as they can help organizations to store information, actively learn from it, and apply those learnings in real-time.
Solgari’s integrated approach treats every customer interaction as gold waiting to be mined. Our customer engagement for Teams and D365 apps capture conversations across all channels into a single system of record, like a CRM, to create a unified goldmine of institutional knowledge. When employees search knowledge bases and collaborate to find answers, they are mining this valuable resource and uncovering insights that benefit the entire organization.
Companies can quickly begin to see the true wealth they are sitting on. AI assistance comes out of the box within the apps across all unstructured data being generated. With both structured and unstructured data captured in a centralized hub, businesses can develop other relevant AI insights and agents for additional areas of the business. As AI reasons over this goldmine of conversations and insights, it transforms raw conversational gold into refined, actionable intelligence that would have otherwise remained buried in the noise.
And this is just the beginning. The true potential of this gold-standard approach to data capture and analysis is a story that is still unfolding – one which promises to reshape how organizations understand and serve their customers in the age of AI.
