Microsoft Contact Center AI: Insights and quality

<ul> <li><p>Gain visibility into AI interactions, conversation trends, and customer engagement​</p> </li> <li><p>Measure self-service effectiveness through containment, escalations, transfers, and resolution outcomes​</p> </li> <li><p>Monitor operational health and proactively identify customer experience risks​</p> </li> <li><p>Uncover customer friction points and optimize journeys using conversation insights​</p> </li> <li><p>Improve AI quality and compliance with configurable QA coverage and automated evaluations​</p> </li> <li><p>Detect hallucinations, failed verifications, policy violations, and escalation drivers​</p> </li> </ul>