New York, 04 February, 2026 – Napster, an innovation company powering the next generation of embodied and agentic AI, has announced a partnership with Solgari, the Microsoft certified customer engagement application that captures conversations across all channels in the organization’s chosen CRM, to bring AI-led and human customer engagement directly into Microsoft Teams and Dynamics 365. By embedding AI Omniagents alongside service teams inside the Microsoft stack, organizations can manage high-volume interactions more efficiently while preserving continuity, context, and service quality.
The partnership provides a practical use case for Microsoft-first organizations seeking to use AI to control volume and cost while ensuring human expertise is applied where it delivers the greatest value.
The Napster video AI channel is now available through Solgari Customer Engagement for Microsoft Teams and Dynamics 365, alongside traditional touchpoints such as voice, SMS, WhatsApp, email and chat. These AI video Agents act as an initial engagement channel using a visual, conversational interface that allows people to explain what they need in their own words. This approach is well suited to high-volume repetitive enquiries that still require explanation, clarification, or guided next steps but are often beyond the capabilities of most standard chatbots.
When human involvement is required, conversations are handed directly to staff working inside Teams or Dynamics 365, across voice and digital channels, without switching applications or losing customer information and context.
All conversational data from the Napster video AI channel, including subsequent human interaction, is captured and governed by Solgari and written into the customer-chosen system of record, including Dynamics 365 and other supported CRM systems. This creates a seamless conversational data layer that supports analytics, reporting, and Microsoft 365 Copilot usage across the entire engagement lifecycle.
“Embodied agents are better at connecting with people, and our work with Solgari allows Napster to deliver this next step in customer service at scale,” said John Acunto, CEO of Napster. “Alongside Solgari, we’re making AI interactions not just more personal, but also technically superior by providing conversational records, supporting human handover, and improving service overall.”
Napster leverages Azure OpenAI realtime API, Azure Speech in combination with proprietary knowledge and behavioral frameworks to deliver some of the most sophisticated AI-powered omni-agents on the market today, enabling Solgari’s platforms to outperform competing solutions.
The joint Solgari and Napster solution is designed for organizations with heavy inbound demand, including public sector services, higher education admissions, healthcare access teams, and brand or fan engagement operations. These environments are typically high volume, multilingual, time-sensitive, and require staff to work across channels without fragmentation.
“Customer engagement is where AI either delivers measurable value quickly or creates more complexity,” said John Colgan, CEO at Solgari. “Together with Napster, we are applying AI at the point of interaction, while ensuring every conversation is captured, governed and usable inside the Microsoft stack.”
By embedding AI Omniagents and human expertise directly into Microsoft Teams and Dynamics 365, Napster and Solgari are enabling organizations to modernize customer engagement without adding complexity. Combining Solgari Customer Engagement with Napster AI Omniagents balances automation with accountability, cost efficiency with service quality, and innovation with enterprise governance, providing a practical path to AI-led engagement at scale.
