On this episode of Power Time, hosts Scott and Matt welcome Jennifer lowery from Microsoft’s Customer Zero team to discuss how AI is reshaping large-scale support. Jen shares stats from Microsoft Support and how CoPilot and multi-agent systems are being used across 92 contact centers.

They explore agentic capabilities like intent routing, process automation, case handling, and knowledge-harvesting agents that turn solved cases into reusable knowledge—boosting first-call resolution and reducing agent toil.

The conversation highlights human benefits: improved empathy, multilingual live translation, proactive outreach, and the vision of personal assistant agents that monitor and resolve issues automatically—raising CSAT and agent satisfaction.

Finally, they reflect on rapid adoption, real-world demos, and the next 12 months of innovation in contact centers driven by AI.

(42) Jennifer Lowry | LinkedIn

In this two part episode, industry leaders unpack how AI is transforming contact centers — from real-time intent detection and transcription to 24/7 AI front-ends and regulatory challenges in finance.

They discuss practical use cases, the evolving role of human agents, model-agnostic strategies, and what the next 12–18 months might mean for contact center technology and operations.

A must listen if you are thinking of a Contact Center transformation in the future and want top trends

(42) Tim Knox | LinkedIn

(42) Michael Clark | LinkedIn

Westpac Group CTO David Walker explains how the bank is embedding AI across its business — from Copilot and GitHub tools to Growth Labs’ AI Shark Tank — and details the "My Digital Twin" vision, agent-driven services, and partnerships with Microsoft to modernize legacy systems.

The episode covers how AI boosts engineer productivity, balances innovation with compliance, and explores future trends like humanoid robots and agent-to-agent interactions that could reshape customer experiences.

Welcome to another exciting episode of Power Time! Join us as we delve into the transformative world of Microsoft’s Power Platform. This episode features a riveting discussion with Ryan Cunningham, Corporate Vice President at Microsoft, who brings invaluable insights into navigating the rapidly evolving landscape of low-code applications powered by AI.

Explore how Heineken enables nearly 100,000 users with a lean team using Power Platform. Learn about the advances in governance and the pivotal role of Copilot Studio in managing platforms. Ryan sheds light on the rise of agents, emphasizing the importance of empowering every business unit to innovate and optimize processes effectively.

Dive into the concept of 'agent feeds' and how it symbolizes a paradigm shift in business operations, allowing seamless collaboration between digital and human co-workers. From automating process management to enhancing user experiences, discover how enterprises are set to navigate the future of digital transformation.

(40) Ryan Cunningham | LinkedIn

Join Scott and Matt as they explore how technology is transforming mental health support for children, featuring special guest Tracy Adams, CEO of Your Town and Kids Helpline. In this insightful conversation, Tracy shares how Kids Helpline is integrating AI and cutting-edge technologies to reshape how young people access critical support services.

Learn how the organization is using Microsoft technology to improve response times, deliver more personalized care, and reach more children in need. The discussion also covers their ambitious goals to expand outreach, use data to inform services, and maintain a strong human connection in counseling—even as AI solutions grow more prominent.

This episode offers a compelling look at the future of youth mental health support and the evolving role of technology in care delivery. Don’t miss your chance to learn about the upcoming 24/7 Giving Day campaign, aimed at funding more responses and ensuring every child has access to professional help when they need it most—and how you can get involved.

Please help if you can Kids Helpline - Giving Day | Support Kids in Crisis Today

(37) Tracy Adams | LinkedIn

Welcome to Power Time, where today we dive deep into the evolving world of artificial intelligence with Microsoft experts. Join us as Ananth Prakash and Vyas explore the transformative power of AI in business, highlighting its impact across sectors like healthcare and finance. We'll discuss the importance of secure AI design, governance, and the exciting potential of agent-based systems. You'll gain insights into the practical applications of AI, hear about the latest advancements from Build, and learn how organizations can harness AI effectively to enhance productivity and innovation. Whether it's transforming customer experiences or optimizing business processes, this episode offers valuable perspectives for anyone navigating the AI landscape.

(38) Vyas Dev Venugopalan | LinkedIn

(38) Ananth Prakash | LinkedIn

Welcome to Power Time, where Scott Mennings and Matt Noble dive into the world of technology with special guest Derah Onuorah, a product manager at Microsoft. Join us as we explore Dara's intriguing career journey from aspiring lawyer to tech innovator, and his passion for building exceptional products in the Power Platform.

Derah Onuorah shares his unique experiences, insights into the evolving landscape of digital labor, and the transformative role of AI in business. Learn about the importance of creativity, taste, and the new automation mindset that prioritizes business outcomes over technology solutions.

Tune in for an engaging discussion about the future of intelligent automation, the significance of performance accuracy, and the potential of AI tools to empower individuals to create without extensive domain expertise. Discover how Dara's story and vision for the future inspire us to embrace the possibilities of technology.

In this exciting episode of Power Time, hosts Scott Meddings and Matt Noble dive into the transformative effects of AI on conversational interfaces. They discuss the evolution from Power Virtual Agents to the groundbreaking Copilot Studio, highlighting how AI disruptions have reshaped project timelines and application-building processes.

The episode also covers engaging personal stories and career insights from guest Jack Rowbotham, who shares his journey from sales to product marketing and the impactful realization of Copilot Studio's potential. Listeners gain valuable perspectives on autonomous and conversational agents, including fascinating real-world use cases in fraud detection and supplier recommendations.

Join Scott and Matt as they explore the future of autonomous agents, the rapid pace of AI advancements, and the strategic roles these agents will play in both personal and professional spheres. Don't miss this episode's key takeaways on adapting to industry changes and maximizing AI-powered tools for efficiency and innovation.

(33) Jack Rowbotham | LinkedIn

Announcing new computer use in Microsoft Copilot Studio for UI automation | Microsoft Copilot Blog