Microsoft AI Lab: Renewing customer service with data and AI
Reimagine the future of customer service — with AI that drives transformation in small, measurable steps instead of taking over the whole workflow.
About the event
Customer service has been in a race for productivity and cost-cutting since the 1990s. Digitalisation and the fragmented software landscape brought new challenges for customers who were forced to go through confusing IVR systems in order to reach a human who can solve their problem. Metrics like average handle time and first time contact resolution forced contact center agents to drop calls or redirect them back to the queue to meet their targets.
Today, AI promises to successfully replace humans with AI agents, further improving efficiency and lowering the costs of customer service. But is it a silver bullet for the challenges that customers and businesses face? Can we use out-of-the-box solutions in a nuanced problem space which spans from customer service to overall customer experience and the complex realities of everyday business operations?
Join a group of selected leaders in customer experience, business, tech and IT leaders for a hands-on morning workshop hosted by Futurice and Microsoft to think beyond the hype of enterprise-ready AI Agents. Together, we’ll cover the following topics:
- More than a cost center: business and CX potential of customer service
- Connecting the dots: how to create a coherent narrative for the leadership, mobilise resources and align different stakeholders around a shared vision of what customer service can be
- How to drive transformation in small, measurable steps
- How to identify, execute and measure AI proof of concepts that solve the right problems, what architectural solutions support them.
When: December 15th, 2025 at 08:30–12:00 Where: Keilalahdentie 4, 02150 Espoo.
This lab is built for those already thinking beyond the AI hype and are ready to rethink the role of GenAI in customer service to streamline operations, transform customer experience, and deliver value at scale.
Whether you're exploring your first GenAI proof of concept or planning a broader transformation, this session gives you a holistic view: from setting a vision to designing and delivering with impact.
Event details
- Participation is free of charge, but seats are limited
- Registration does not guarantee participation — we’ll confirm your spot via email
- Breakfast & lunch provided
Schedule
- 8:30 Breakfast
- 9:00 Opening of the event and presentations
- 9:20-12:00 AI LAB session
- 12:00-13:00 Lunch and networking
The event will not be streamed or recorded – come and join us on site! Participant information will be shared with Microsoft Finland.