AI Agent & Copilot Podcast: Solgari's Ed Grant on Transforming Customer Engagement with AI

Episode notes

Key Takeaways Solgari's leading innovations : Grant explains that Solgari provides a customer engagement platform built on Azure that extends Microsoft Teams and Dynamics 365 (as well as other CRMs) to capture customer conversations and centralize that data for better engagement. Customers are adopting it to quickly solve specific engagement challenges, gain fast ROI, and apply it to AI strategies to drive more intelligent business outcomes. AI's role in customer engagement : Companies that centralize customer conversations into a single data platform gain an advantage because AI is only as effective as the data it can access. Grant says customer engagement is "ground zero for AI" as it enables capabilities like automation, sentiment analysis, and sales or service intelligence that improve customer satisfaction, reduce costs, and deliver measurable ROI. Use case : Grant shares details on Solgari's involvement with AMB Sports & Entertainment , who own the Atlanta Falcons. Solgari helped them unify fan engagement across voice, SMS, email, and WhatsApp within Microsoft Teams and Dynamics 365, creating a repository of fan conversations in Dataverse.

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