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Build a Smart Contact Center with Azure Communication Services and OpenAI with Hieu Nguyen Nhu

Microsoft Developer
632K subscribers
2.4K views 4 months ago #Azure #AI #Developer
Learn how to build a cutting-edge AI contact center by seamlessly blending Azure Communication Services with the multi-agent intelligence of Azure OpenAI. This video demonstrates creating a smart customer support system designed to handle WhatsApp messages efficiently, automatically respond to queries using AI, and intelligently escalate conversations to human agents when needed. Dive deep into integrating key Azure technologies and AI concepts for next-generation customer interaction. Chapters: 00:06 - Introducing today's guest 00:42 - Architecture 03:29 - Demo 13:09 - Closing thoughts šŸš€ In this episode, you'll explore: Integrating Azure Communication Services with Azure OpenAI for intelligent communication. Using the WhatsApp API for customer interactions. Implementing Semantic Kernel for multi-agent orchestration. Designing a contact center architecture that includes AI responses and smooth human escalation paths. Enabling live agent ch ā€¦...more
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Build a Smart Contact Center with Azure Communication Services and OpenAI with Hieu Nguyen Nhu
56Likes
2,416Views
Apr 82025
Learn how to build a cutting-edge AI contact center by seamlessly blending Azure Communication Services with the multi-agent intelligence of Azure OpenAI. This video demonstrates creating a smart customer support system designed to handle WhatsApp messages efficiently, automatically respond to queries using AI, and intelligently escalate conversations to human agents when needed. Dive deep into integrating key Azure technologies and AI concepts for next-generation customer interaction. Chapters: 00:06 - Introducing today's guest 00:42 - Architecture 03:29 - Demo 13:09 - Closing thoughts šŸš€ In this episode, you'll explore: Integrating Azure Communication Services with Azure OpenAI for intelligent communication. Using the WhatsApp API for customer interactions. Implementing Semantic Kernel for multi-agent orchestration. Designing a contact center architecture that includes AI responses and smooth human escalation paths. Enabling live agent chat capabilities. Whether you're building customer support solutions or exploring advanced AI integrations, this session provides valuable insights into creating intelligent, responsive contact centers on Azure. This demonstration is led by Hieu Nguyen Nhu, Sr. Solutions Specialist and App Innovation Azure Global Black Belt. šŸ”— Resources & Code: Multi-Agent Contact Center Sample on GitHub: https://github.com/hieumoscow/multi-a... Learn more about Azure Communication Services: https://msft.it/6052qIuxo Explore Azure AI Foundry: https://msft.it/6053qIuxU All Sip and Sync episodes: https://aka.ms/SipAndSyncPlaylist šŸ‘„ Connect with the Speaker: Hieu Nguyen Sr. Solutions Specialist, App Innovation Azure Global Black Belt LinkedIn: https://msft.it/6054qIuxq šŸ“Œ Tags: #Azure #AzureCommunicationServices #AIFoundry #AzureOpenAI #GenerativeAI #ContactCenter #AI #WhatsApp #SemanticKernel #MultiAgent #CustomerSupport #Developer
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Microsoft Developer

632K subscribers