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Tenga en cuenta que estos contenidos han sido traducidos mediante inteligencia artificial. Aunque procuramos garantizar la mayor precisión posible, las traducciones automáticas pueden contener pequeñas imperfecciones, como el uso de términos poco habituales o frases que no suenen completamente naturales. Agradecemos su comprensión.
Registration
The problem
Automation can increase volume, but it often hurts quality at the moment of escalation.
Customers get stuck in loops and cannot reach a human fast enough.
Agents receive escalations without context and waste time switching tools to understand what happened.
IT is asked to scale automation, but governance, visibility, and SLA control are unclear.
What you will learn
- How to configure a Copilot Studio webchat that handles simple questions and escalates complex cases to a Teams agent
- How to define escalation triggers and rules so handoffs are consistent
- How to transfer full context to Teams so customers do not repeat themselves
- How routing can use signals like skills, presence, and priority
- How to monitor bot performance, escalation rates, and escalation SLAs
Why attend
- Most Copilot chatbots fail at the moment of escalation. This session shows the design decisions that prevent that failure.
- Teams Native Queues alone do not solve bot to agent workflows. You need a structured escalation model.
- Visibility matters. You will see how to monitor performance so you can improve automation without damaging CX.
- Governance matters. The design must be Teams-first, secure, and scalable in a Microsoft environment.
Who it is for
- IT architects and IT leadership responsible for secure architecture, escalation control, and governance
- Support managers and operations leaders who need smoother handoffs and shorter handling time
- Management stakeholders who want automation without damaging customer experience
Speakers
Patrick Scherbeijn
Michael Brugge
Steven Carlier (Hanssens)
Industry
Location
Bitte beachten Sie, dass diese Inhalte mithilfe von KI übersetzt wurden. Trotz sorgfältiger Prüfung können automatische Übersetzungen kleinere Ungenauigkeiten enthalten, wie ungewohnte Fachbegriffe oder sprachlich nicht ganz flüssige Formulierungen. Vielen Dank für Ihr Verständnis.
Tenga en cuenta que estos contenidos han sido traducidos mediante inteligencia artificial. Aunque procuramos garantizar la mayor precisión posible, las traducciones automáticas pueden contener pequeñas imperfecciones, como el uso de términos poco habituales o frases que no suenen completamente naturales. Agradecemos su comprensión.
Registration
The problem
Automation can increase volume, but it often hurts quality at the moment of escalation.
Customers get stuck in loops and cannot reach a human fast enough.
Agents receive escalations without context and waste time switching tools to understand what happened.
IT is asked to scale automation, but governance, visibility, and SLA control are unclear.
What you will learn
- How to configure a Copilot Studio webchat that handles simple questions and escalates complex cases to a Teams agent
- How to define escalation triggers and rules so handoffs are consistent
- How to transfer full context to Teams so customers do not repeat themselves
- How routing can use signals like skills, presence, and priority
- How to monitor bot performance, escalation rates, and escalation SLAs
Why attend
- Most Copilot chatbots fail at the moment of escalation. This session shows the design decisions that prevent that failure.
- Teams Native Queues alone do not solve bot to agent workflows. You need a structured escalation model.
- Visibility matters. You will see how to monitor performance so you can improve automation without damaging CX.
- Governance matters. The design must be Teams-first, secure, and scalable in a Microsoft environment.
Who it is for
- IT architects and IT leadership responsible for secure architecture, escalation control, and governance
- Support managers and operations leaders who need smoother handoffs and shorter handling time
- Management stakeholders who want automation without damaging customer experience
Speakers
Patrick Scherbeijn
Michael Brugge
Steven Carlier (Hanssens)
Our speakers
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