Picture a Tuesday, 9:02 AM, in a contact center.

In the old model, the queue is already 180 cases deep. Agents toggle between five systems to piece together a customer’s history. The same three questions get asked six hundred times a day. Handle times drift up. CSAT drifts down.

Now picture the same Tuesday in an agentic service team.

Routine cases: password resets, delivery status checks, returns are resolved by AI agents before a human ever touches them. When a complex case does route to a human, it arrives with a full summary, the customer’s context, and a recommended next action already drafted. Agents spend their day on the work that actually needs judgment, empathy, and expertise. The queue breathes. Customers get answers in minutes, not days.

That shift — from service as a queue to service as an intelligent system — is what we’ll unpack together.

Join us at the free Microsoft Discovery Hour: Agentic Service transformation driving performance and CSAT on Tuesday, May 12, 2026, 9:00–10:00 AM (GMT+1).

You’ll see:

• What the new day looks like — live walkthroughs of AI agents handling resolution, triage, and follow-up alongside human teams
• What changes for your people — how agents move from repetitive tasks to higher-value work, without losing the human touch customers expect
• What changes for your metrics — the CSAT, AHT, and first-contact-resolution patterns early adopters are already reporting

One hour. A very different Tuesday.