Practical CX Applications of Azure AI: Use Cases from the Field

During hundreds of customer demos across the AI era, I’ve noticed many organisations are still navigating AI without a clear roadmap or understanding of where to start. In this session, I’ll share how we guide organisations with a Microsoft-first approach, using Azure AI as our practical toolkit.

We’ll explore how Azure Speech services,including transcription, summarisation, and sentiment analysis can transform everyday contact centre and collaboration tasks. I’ll also discuss how Microsoft Foundry is becoming the central hub for building agentic agents and real-time voice bots, including the role of GPT Realtime by OpenAI within that ecosystem.

Throughout, I’ll focus on a simple principle: which use cases deliver the highest impact with the lowest risk? Expect practical examples, real-world lessons, and clear guidance on where to start.