AI-Powered Contact Centers: The Future of Customer Service
24th April 2026
1:30 PM to 4:00 PM
182 Cecil Street, Singapore 069547
Customer expectations are rising, while many contact centers still operate on fragmented systems that slow agents down and create inconsistent service experiences.
Learn how organizations are using AI, automation, and unified service platforms to transform customer engagement and scale support operations.
Join us alongside Microsoft experts for an exclusive in-person session exploring how AI-led contact centers are transforming customer experiences and redefining service operating models.
Gain forward-looking perspectives from Microsoft engineering experts and practical insights from TeBS contact center leaders on how organizations can leverage AI, automation, and unified platforms to modernize customer service and drive better outcomes.
Why AI is Transforming Contact Centers
Traditional contact centers face challenges such as siloed systems, manual processes, and limited visibility into customer interactions. These issues often lead to longer resolution times and inconsistent customer experiences.
AI-powered contact centers address these challenges by enabling automation, intelligent routing, AI-assisted agents, and real-time insights—helping organizations deliver faster and more personalized service.
What You Will Learn from This Event
In this session, we will explore how AI-powered contact center platforms help organizations transform customer service operations. You will gain insights into how AI, automation, and unified service platforms enable organizations to deliver faster, smarter, and more personalized customer experiences.
Automate Routine Customer Interactions
Learn how AI-powered chatbots, conversational IVR, and self-service agents handle common customer queries, reducing call volumes and enabling faster issue resolution.
Improve Agent Productivity with AI Assistance
Discover how AI copilots support service agents with real-time guidance, conversation summaries, knowledge suggestions, and next-best actions to resolve customer issues more efficiently.
Deliver Seamless Omnichannel Customer Experiences
Understand how modern contact centers enable customers to engage across voice, chat, email, SMS, and social channels, while maintaining full interaction context.
Optimized Service Operations with Intelligent Routing
See how AI analyzes customer intent, sentiment, and agent skills to route interactions intelligently ensuring faster resolution and improved service outcomes.
Gain Real-Time Insights to Improve Service Performance
Explore how AI-powered analytics provide visibility into customer sentiment, service trends, and agent performance, helping organizations continuously improve service delivery.
Experience the Power of an AI-Powered Contact Center Platform
Get an overview of how Microsoft Dynamics 365 and Azure-powered contact center solutions bring together automation, AI agents, and unified service operations on a single platform.
Speakers
Mayank Bhardwaj
AI Business Process Solutions Engineer
With over 15 years of experience in ERP and CRM solutions, Mayank Bhardwaj advises enterprises on modernising customer engagement and service operations, helping turn complex challenges into scalable, customer-centric solutions.
Akshay Anant Shrivastava
Technical Evangelist
Akshay is a Business Applications Evangelist with over 13 years of experience in Microsoft Dynamics 365, Contact Center, Copilot, and Power Platform, helping organizations transform customer experience through AI-driven automation and scalable solutions.
John Thomas
Sales Director
John brings over 25 years of experience in IT and telecommunications, focusing on driving business growth through strategic sales and partnerships. He specializes in Unified Communications and AI-powered contact center solutions, helping organizations enhance customer engagement and streamline operations.
