Plugging Performance Leaks: Why Agentic AI is Transforming Business Workflows

Mark Smith: 0:14
Welcome to the Co-Pilot Show where I interview Microsoft staff innovating with AI. I hope you will find this podcast educational and inspire you to do more with this great technology. Now let's get on with the show. In this episode we're focusing on large enterprise implementations of the Power Platform. We might touch on a bit of contact center dynamics the actual whole gamut we'll probably cover today. Our guest is from Singapore. He works at Microsoft as a digital technology specialist. He's been working in this space for many years. You can find links to his bio and socials in the show notes for this episode. Welcome to the show, Mayank.

Mayank Bhardwaj: 0:55
Thank you for having me, mark, really glad to be here.

Mark Smith: 0:58
Good to have you on the show. I Thank you for having me, mark, really glad to be here.

Mayank Bhardwaj: 1:02
Good to have you on the show, I always like to start with food, family and fun. What do they mean to you? Food is a way of connection though it's a little bit complicated relationship with me because I follow a little weird ways of having food. I go on elongated fasts, like a month-long fast, 15 days fast, right, and I do a lot of intermittent fasting. So there's a lot of time I have to say no to food, to family and friends, and that really hurts. But you gotta do what you gotta do for yourself, and family, of course, comes first, because that's what grounds you, that's what gives you, you know, the vision of where you come from and where you're going at right. So a lot of things that we build up as our personality actually comes from our forefathers, people that we know of within our families, right. So it's very critical to hold on to that and really be grounded to who you are and who you have been within that gene tree that you're coming from.

Mark Smith: 1:58
Yeah, so true, yeah, so true, so true. And what do you do for?

Mayank Bhardwaj: 1:59
fun. So for fun, I like to travel around, so I'm in singapore right now, so there's a lot of stuff to explore here. That's what I've been doing for, you know, past three months right now. Apart from that, I like to learn a little bit, help people I mentor a lot of people as well within the industry and helping them you know sort of cope through their where they are in life, with their careers, what they need to learn, as well as you know how they can basically set things up for themselves to see that growth that they're looking at. Some of them don't even know where they want to get at, so helping them figure that out as well. So those are some of the ways that I use my free time to really give back to the community.

Mark Smith: 2:46
Nice, nice. Now you said, you do fasting.

Mayank Bhardwaj: 2:49
Yeah.

Mark Smith: 2:50
I fast a lot. Yeah, you do, I fast every day oh nice yes. I start eating at 12 o'clock, I finish by 8 pm and then I don't eat till the next day.

Mayank Bhardwaj: 2:59
Okay, so that's eight hour window yeah, and then I also do.

Mark Smith: 3:03
I've done two full 21 day water only fasts, wow how was that for you? Amazing? Yeah, incredible, right. But what happened in, I don't know, maybe November, october, november last year and I've been doing intermittent fasting for all of last year and I've done it for years before as well but I decided I hadn't done a long-term fast again, so I decided to do a seven-day fast. It's the easiest seven-day fast, and when I say fast, that's water only.

Mark Smith: 3:32
No coffee, no, nothing just water only for the entire thing and I couldn't believe how easy it was, and I think it was because I've been intermittent fasting. Now, for so long. Yeah, you know, when I'd done the long fasts in the past I'd never been intermittent fasting Right and I just found it so easy to merge into a fully fasted state Right and not feel like it was a drudgery. The worst issue I had through the process was, I think, potassium withdrawal Right, exactly Like the pain in my lower back was like a potassium.

Mayank Bhardwaj: 4:08
Yeah, I feel so dizziness. Any pains, heart palpitations, that's salts going down in your bloodstream.

Mark Smith: 4:16
So you have to have those fasting salts potassium, sodium salts, magnesium salts yeah, so that's the way to go about it there's just so much research in showing how it gets rid of the bad stuff or accumulation that you've had in your body when you do exactly a full fast, and I just think it should be standard lifestyle choice for everybody, not a special thing.

Mayank Bhardwaj: 4:39
It should just be exactly it's not easy to start, even for me. I've been doing this for like now for 10 years now, but still the first three days are difficult because of the hunger pangs. Because I come from background of whole foodies, right so I recently got my dean tested and I actually got a formation on one of the theories that I had about my family. So, in my family, the stories that goes around, you know, about the indian weddings, right so my uncles, my you know, maternal uncles, paternal uncles, the stories that they would tell us they would eat a bucket full of sweets at marriages, right, get the ladies at the house to cook the food again after they finished everything that was previously cooked. I used to think that, you know, probably my gene pool already has some way of processing all that sugar. And I recently got my DNA test and it actually showed that my ability to process sugar and carbohydrate is much higher than the normal population, right? So I know, with food it's a very strong relation in the way that I grew up.

Mayank Bhardwaj: 5:47
The first time I tried fasting was probably when I was in sixth standard and the whole fasting. Basically I got into it. My grandmother was doing it for religious reasons and I started doing it and within four hours mark I had to eat something. I just couldn't do it right. I was like the shortest fast I could do four hours, right. But then, you know, when I was in my 30s I got to a point where I was 110 kgs right, and you and you bend down. You can't stand up. And that's where you know being in the software industry you have to work long hours and implementations take your nights as well, so you can't spend too much time in the gym. So that's where I started researching on what is the easy way, you know, to get healthy and that's where I came across fasting and that's when I slowly got into it, right, so move your breakfast from 8 am to 9 10, then skip the breakfast altogether. Move your lunch to the evenings, then skip that.

Mayank Bhardwaj: 6:50
And then the first fast that I ever did was actually in one of the most complex implementations that I was doing for one of the automobile industries in India, one of the largest complex implementations that I was doing for one of the automobile industries in India, one of the largest automobile industries in India. I was so intense. The team was all flabbergasted because of the challenges. We were shot down, you know top, right and center, and your whole mind was in it. So that's where I thought why not skip a couple of meals and see right? And that's where I did my first four days fast and it was such a good experience, right? So the cleansing you could feel and the clarity of thoughts that came through after that was really amazing, and that's where you know.

Mayank Bhardwaj: 7:29
After that I just continued, increased the fast from four days to 15 days, and then I've done a couple of one-month fasts as well. So last year I did one month fast. I just completed my three days fast yesterday itself. I thought my family's going to be here, I'm going to be out eating, so I not do a quick cleanse before that. So, yeah, yeah.

Mark Smith: 7:49
I can't recommend it enough and right. You know what I've noticed? There's quite a difference between male and female fasting yeah, you shouldn't you know? I say to my wife don't follow what I do exactly. Go and get educated on how you should apply it for you, correct? Women have more hormones, to my understanding, than guys, and so it's different.

Mayank Bhardwaj: 8:08
Yeah, so the whole emotions are driven by hormones, so it's important to take those into concentration.

Mark Smith: 8:14
Yeah, yeah, what I did notice is that my most recent seven-day fast I was the most emotionally level than what I have been, because the last time I did it was years ago, a seven-day, and I was angry Like I was high angry, you know.

Mayank Bhardwaj: 8:33
You know everything frustrated me. Yeah, you turn into a diva, totally. I mean, you turn into a total diva. You're like, oh my God, what's going on? And then you realize probably your salts are dropping, so true.

Mark Smith: 8:46
So true. Tell me about large-scale implementations on either Dynamics 365 or the Power Platform and how this comes about. I noticed that enterprise customers, some very large customers, were not treating the power platform as an enterprise play right. They considered sap, is that pegger? Is that service now, is that oracle xyz? Is that they weren't taking the power platform seriously?

Mark Smith: 9:14
And because I had bought up with dynamics you you know from the early days of I started with 1.2, so 21 years ago, we had always taken the product and built big applications that are still used today, correct. And we used to ask Microsoft say, microsoft, please just forget the CRM piece, just give us, you know, what we now call model-driven app development. Give us that we will what we now call model-driven app development. Give us that we will build applications on it, leave it to us. We got that, but with it we got a story of low code. And what happened is enterprise architects heard this word, low code, and it's probably not even the low code piece, because Dynamics was always low code, right. What they heard was anybody can build apps on this Exactly and they go. Well, hang on a second. It's not just about building apps. It's around the robustness of that app. It's around regression testing. It's around application lifecycle management. It's about making sure that when we're in a mission-critical scenario, the app that's built by Susie and accounting is not going to break. Right, and we're going to be. You know, any business is about risk mitigation. So when they hear that anybody can build apps, their risk radar goes off and they go.

Mark Smith: 10:31
This will not be the enterprise platform of choice for us, and I'm wanting to do a series that I try and show that Actually, people are building large. You know the fact that it's built on Azure, which a lot of these people that make these calls don't realize. It's an enterprise infrastructure. Yeah, when I used to compete against IBM and Place, they used to run down Microsoft. You know it wasn't enterprise. Well, I think the proof is in the pudding right. Exactly want to hear your stories about some of the big enterprise projects that you've been involved in and why the power platform was chosen over xyz product. You know could have been out in the market. Yeah, so do you mind?

Mayank Bhardwaj: 11:12
if I take a stab at the psychology of why people think and why the architects think that it's not going to be a choice for the enterprise, right? So let's take a step back and think in the of the era when people used to code in binary and the level of optimization that had to go in that binary coding. Now, when Microsoft released something like NET, a 12th grader could use NET to build his applications. We saw absolute similar pushback from those people back then as well. Right, what do you mean? I mean, I write that binary code. I have to think about 2,000 things, 20,000 things, to make it optimally run on my platform, my hardware. And now suddenly some 12-gatherer can come and write some if-then-else statements and it's going to work on my hardware. It's not going to want to work on my hardware, right? Going to work on my hardware? It's not going to want to work on my hardware, right? So, similarly, architects of today right, given their history, when they look at this now, when you had to build an application and deploy it to the environment, you had to look at the protocols, you had to look at optimization of databases, you had to look at so many things, and now you're saying that none of that is required and something will automatically take care of that without me having to do anything about it.

Mayank Bhardwaj: 12:25
I mean, how can I even trust all of these aspects, right? I don't know what you've done. Yes, I don't know whether it really works or not, right? And that is where we need some social proof to showcase, and there are these. Then I know pioneering organizations that take the first step to actually onboard themselves on these new platforms. Right, it's the same thing that we had with ai as well. What is ai? I mean, how can something that's not me be more intelligent than me, right? So why should I even trust? That's a lack of trust, basically. That comes in.

Mayank Bhardwaj: 12:58
But then I've gone into calls with cioss, ctos and questions like show me where's the code of your software. I'm like there's no code, right, how does that work? I mean, you have to compile, you have to sort of debug. How do I debug? It's all built into the platform. No, I don't understand that, right?

Mayank Bhardwaj: 13:19
So there are those mindsets as well in the industry today who actually want to go deep into code development and do things on their own and like the flexibility that they've got. But then there are those who understand really that within a manufacturing organization, within a business organization, the IT is just an enabler and for them to get into that kind of product development might not do justice to all the investment that the organization is doing. So why not use something that has the scale of economy and has been built by all the best experts that have conglomerated together into an organization like Microsoft, taking care of all the different aspects of database management, optimization, code management, code optimization, right. And then I sort of use that and see how that fares out and then reach out and give feedback and get in return more optimized versions of the same platform, right, an evergreen platform that you can give feedback to and get back those. It might take a little bit of time of time, but will obviously take less time than what you could have built at that level of scale, right. That's where the psychology basically plays, and people you know who've come from that background of co-development basically don't really get why they should trust somebody else.

Mayank Bhardwaj: 14:40
When I'm as good I've had a history of building good applications, why should I trust that you're better than me? And that is where I think a lot of organizations, so a lot of discussions that I've been in for Power Platform. The first thing is oh, isn't Power Platform a platform for smaller apps? You can build those small apps, but I don't think you can build. I was doing this for one of the beverages leads in sri lanka, right, and he asked me. The cto there asked me this question, don't you think you know this would break, because I've been working on m365 power platform and that is one breaker as well. You can't compare m365 Power Platform with the premium power platform, because M365 Power Platform is built to automate your M365 ecosystem. It does not have the infrastructure behind the scenes to support business applications. It does not have the necessary capabilities to support database management either. Dataverse is your database management on steroids, on AI optimization behind the scenes.

Mayank Bhardwaj: 15:47
If you want to look at business scenarios, you have to look at the business application part of the power platform, the premium power platform. That's where the turbo charge is in, so you can have a small car. So you can have a small car and you can say that it takes me places, similar places, but it won't take you there in the same time that a large race car or a turbocharged car will. So if that's your choice and completely you know, depending on what you want to prioritize in life in your vision. If you just want to get there, probably a smaller car is for you. If you just want to get there, probably a smaller car is for you. But if you want to get there fast and you want to be there on time every time, then probably a turbocharged car or a power platform premium is what you want to go ahead with. I like it From implementation perspective.

Mayank Bhardwaj: 16:36
Really large multinational conglomerates, world-leading car manufacturers we're seeing all of these stories in the, you know, publicly available as well banks, right, the most complex implementations mark in the world are for the banks because of the level of validations that they have to build into, the level of calculations that they have to do, the level of checks that they have to build into. No small application in a bank is any less than an enterprise-grade application within any other industry. Right, and HDFC Bank, india's one of the largest banks, catering to tens of millions of customers, have decided that Power Platform is going to be their platform of innovation and if you want to use any other technology, you would come back with a reason of why you can't build it on Power Platform. People are doing that already. There are a lot of financial organizations who utilize this, turn this into their choice of platform of innovation and using it seamlessly to build, integrate with their government partners, with the external partners, internal processes, all in the bid to do what people have been doing with data lakes for data.

Mayank Bhardwaj: 17:55
Consolidating the data is what Power Platform is doing for business processes consolidating all the business processes into a single layer so that every user, from a maintenance perspective, makes it easy because you can have role-based applications. And for user perspective, it makes it easy because, behind the scenes, the platform is capable of connecting to maybe 10 or 20 different applications that you've got in your ecosystem right, and which is a normal thing right 10 years ago, when we embarked on the digital transformation, what we started doing was we started collecting these siloed applications to automate these specific business processes because we were all getting started right. So we wanted to you know sort of streamline sales we got the sales application. We want to streamline service got a service application. We want to streamline operations we got operations, you know application. But then soon we realized that through these applications, well, we were not really helping people collaborate together and the data was all scattered. Obviously we were collecting a lot of data, but were we connecting them together? We were not right, and that's where the whole concept of let's look at the data and bring in the data lakes and warehouses in and let's see if we can build. You know, those are. Those were the phases of the industry. So data lake there, warehouses, insights.

Mayank Bhardwaj: 19:18
Right now we're looking at more comprehensive ecosystem of applications that sits on a single data layer and obviously, as an organization, you might have invested in other applications as well. That's where Microsoft allows you to utilize connectors to actually connect all of those not just data, but experiences as well. Right, because the user should not have to jump around application to application to do his job. Right, he should be able to do the job where he's sitting, within the application, because we all know the focus is very scarce today.

Mayank Bhardwaj: 19:52
Right, if I have to click on that minimize button, there are chances within 10 seconds I'll forget what I was doing, because there was a pop-up down there. There was some shiny app there that I thought, okay, let's quickly check on that, and then I have lost the whole trail of you know what I was doing. That's where power platform basically comes in. It lets you do all of the specific activities that you need to do from your process whether you are in sales, whether you're in service, whether you're in operations, whether you're in finance from a single play of view, right. That's the beauty of the platform. That's where Microsoft has invested in building it into something that can help people focus and do what they would really like to do, want to do, and with AI, we're trying to remove the drudgery as well.

Mark Smith: 21:06
Can you give me some examples of industries that you've seen, large implementations that are maybe, know, maybe four or five years, ten years on that are still running what was either dynamics 365, then the power platform, from really 2018, 2019 onwards? Right because, when I look back at my crowd, there's multiple applications. They're still fully in in production because of that scalability and that Microsoft ran the platform Correct. Give us your stories.

Mayank Bhardwaj: 21:36
Yeah, so, as I spoke, one of the banks that was implementing fall right Again. This was in 2019, mid 2019s when we started doing the transformation for them right, and IBM was involved as well in that implementation.

Mayank Bhardwaj: 21:55
The first thing that we started doing was they already had an in-house ERP and we were implementing the CRM for them, right. Subsequently, we realized that, you know, during the UAT phase, the integrations were constantly breaking because the in-house ERP was not able to take the load that the platform was sending through. And that is where, immediately, the chief architect came in and said that is there an easy way to get these specific calculations? We'll keep the ERP behind the scenes, but can you bring all of these specific calculations into your platform? We said no, we'll take a look. I'm not sure because finance for CRM guys is not our core sort of strengths, but we'll definitely take a look. And after three or four days of analysis we figured out that it was pretty simple and we could bring those in right. That was the start of actually bringing in the ERP on the Dynamics platform. So we brought those specific calculations in. We saw the performance increase by 12 folds, right, and because the ERP was on-prem, obviously there were challenges with the network and the cloud connectivity. We had hyper connectors back then, so the on-prem connector was not out. Then we had in Azure the hybrid connectors that are similar concept as the on-prem connector, right, and we realized that. But then subsequently we realized that.

Mayank Bhardwaj: 23:26
But then subsequently we realized that we had to sort of migrate the whole ERP onto the platform and that is where we bought in BC for their financials right, and their LOS was then built as a separate model driven app onto on the power platform as well. So power platform was just coming in during that time not very streamlined because it was the start of the in during that time. Not very streamlined because it was the start of the platform at that time. But we were still able to pull off. The only challenges that we had were back then on the UX, because the UX was a little Dave Days like right. So those console-like UX wasn't very fancy Because of the performance. It made sense for them as well.

Mayank Bhardwaj: 24:06
The users were cringy. I absolutely. I would say you know they were like what is this shit? I have to work with this for all my life. I don't want to do that. But then, from when they actually saw the level of transactions that they could pull off with this whole setup, they decided to go ahead with this right. And then subsequently through the years, as the my platform sort of upgraded and new capabilities came in, the users were happy as well.

Mayank Bhardwaj: 24:31
Subsequently, right, and today I talk, I'll talk to one of them and they're like now it's completely different what you guys implemented and what it is today. When I look back, oh my god, I mean what's four years now. Four, not four. Yeah, four, five years now. And they say, I know, yeah, four, five years now. And they say, I know, it looks like a completely different platform. Right, that's one story that I could tell off.

Mayank Bhardwaj: 24:55
Another story from another bank, a UK-based bank their integration with their core system broke in between a large campaign that they were running right and this required them to send the end users before they closed the opportunity they had to send these Adobe forms to get the signatures right, and there was an integration with the backend system to bring that in and only after the signatures were done they could close the deal. Right, that integration broke. Imagine what could we have done, I mean, if, for that integration to get back on, I think it was tls 2.0. The reason was tls 2.0 or something right. So, to bring that on, the estimate that we got from the core team was two weeks and the campaign was right midway, right, wow, we scratched our head for a bit and then a cto from my organization. He came up with an amazing idea let's use power automate. Within four hours mark wow, the integration was back on track. So that's the power of the tool. It's not what you've implemented.

Mayank Bhardwaj: 26:12
It's what you can do with those tools. When you need them, just write a quick connector, bring that in use, power Automate to build your floor and, boom, you're back in business, man.

Mark Smith: 26:24
Yeah, very good. In the last 12 months, we've obviously been inundated with conversations around AI and how it's going to affect business and you know, I think, what just before Christmas, about a month before, copilot had its first birthday, right, right, one years old, but it seems to have taken over our lives. What are you seeing in your interaction with customers around the co-pilot conversation?

Mayank Bhardwaj: 26:50
Right. So people are really excited. But I work in the SMC space, right? So most of the time, the question that I get is the apprehensions and pushback that I get is AI will not work in my environment because we hardly have anything right, and that is where I say you don't have any baggage, so this is where you should get started, right?

Mark Smith: 27:15
for larger organizations.

Mayank Bhardwaj: 27:17
I mean, you already have so much of data that you need to claim to make it part of the AI's wisdom, right, right, but for SMCs, because you don't have any baggage, you can start anew, right, and you can have the AI build that data for you on your behalf. Use the AI now, and at least for now. Back then it was more like searching through the information, but now the AI, the co-pilot, is able to take actions on your behalf streamline processes, automate processes with reasoning, right. Earlier we just had automation. Now we've got automation with reasoning, with the agents coming in. The agents can reason on you know these steps that they need to take as part of the automation.

Mayank Bhardwaj: 27:59
So it's the best time for you guys to actually start building those AI agents within your ecosystem so that your guys can have some time back to think on how they want to grow the business, how they can streamline the processes, pivot wherever they are bottlenecks and really take your business to that next level. And for larger organizations, again, I'll say that with the agentic AI, there are a lot of dougeless work that most of the people don't even know why they do. Let the ai do that for you, right? So I was reading through the book called hack your bureaucracy right and you see, yeah, have you read that book?

Mark Smith: 28:37
no, no, no, I'm a book reader, so I have such a good book.

Mayank Bhardwaj: 28:41
So it talks about how there are processes that actually leak performance out, and these are processes that are basically handovers between one department to another, right? People don't really know why they're doing it, because they're not responsible. They're just responsible for handing it off, and people who get it are frustrated but are not ready to give that feedback back to you. Know where it came from? Yes, and those are the major leaks of performance. Let the AI figure it out. Use process binding to see where your time is unnecessarily being wasted, where your efforts are unnecessarily being wasted. Build an AI agent so that you can have that understanding of that handoff and why that's happening, and let the agents figure things out in terms of what is required. Ask those necessary questions as it goes round. Right, that's the beauty of it. I'm not sure if you've seen the example of the agentic capabilities, the use case that we released right, where the AI is able to look at the customer email, figure out who the right partner would be and then assign that partner here.

Mayank Bhardwaj: 29:47
Mckinsey, was it McKinsey? Yeah, right, so those aspects to have somebody manually do it, I mean, how would you think that person who's doing this job would look at his career in the next 10 years. What is the extra edge that he can bring in right? These are some of the aspects that are not for humans. That really should be, you know, sort of automated as much as possible and let the AI do that. I mean the investment that you put in a human being to stay on that job. It might be investment from your end, but from that human being's perspective you need to really think of. You know how they grow their career and they really should be in those really high value activities where they can go to that next level of capabilities and see themselves grow as well. So for any of those drudgerous job where you just have to be a coordinator, a postman, agents are here. Use them.

Mark Smith: 30:40
I like it, yeah I like it, I like it. My final question, because we're at time, is contact center. Yeah Right, we've seen the DCCP platform, you know yesterday.

Mayank Bhardwaj: 30:53
Right.

Mark Smith: 30:53
You know, Microsoft have been iterating the space for over 20 years.

Mayank Bhardwaj: 30:57
Yeah, right.

Mark Smith: 30:58
If you go back to the customer care framework that we worked on years and years ago, so it's not a new thing, but it seems that right now contact center has its time in the light.

Mayank Bhardwaj: 31:10
Yes.

Mark Smith: 31:10
In that. So you know, going away from this concept of rooms full of people answering calls to. You know, covid brought around a massive distribution of where people can answer contact center based requests from, and now we're going into massive amount of ai support, biometrics, voice prints, all those type of things as part of the nuance acquisition. Yeah, what are you seeing in the space?

Mayank Bhardwaj: 31:37
so the hook for customers with the new contact center capabilities. Right, and this is what we've also tried to do with the contact center is to reduce the customer frustration when they land on the phone call. And to go through that whole list of choices press one for this, press one for two for this, press three for these. Right, that's really frustrating and we've got so many memes in the industry around that right, I am dying. Yes. Or press one for this if you're dying through a thief yes, those kind of things right. Total loyalty, killer man, I mean your favorite brand, you have to call them.

Mayank Bhardwaj: 32:20
And if you have to go through that list, you're like shit man. My next 10 minutes, 20 minutes are wasted, right? So how can we remove that, right? And then, from an agent's perspective, him requiring to ask questions around. You know what was the? Can you help me with your problem? Oh, I've already spoken to three agents before you. Oh, but can you still reiterate that for me? You know, I have to maybe go through the notes, or can you stay on hold and I'll go through that notes, right? So how do we reduce that time again to improve the customer experience there, right?

Mayank Bhardwaj: 32:56
And then those scenarios where the customer lands on a queue which is not the queue that they intended to be in. Oh, I'm sorry, you've landed on a wrong queue and I'll have to transfer. Okay, fine, transfer. And then now I'll have to be in. Oh, I'm sorry, you've landed on a wrong queue and I'll have to transfer. Okay, fine, transfer. And then now I'll have to. In the mind, we're thinking you know, I'll have to again reiterate the whole issue to this new guy right now.

Mayank Bhardwaj: 33:15
That's where I've seen a lot of folk with my customers. When I have that, they really get excited about this. This is where they see value right, where the customer just can call in and say what they want and the AI is able to figure out exactly who can help them so they'll never be transferred to a wrong queue. They won't really have to go through all that options as well. As you know, for the agents, they get a quick summary of what the customer requires and immediately be ready in their writing time. And immediately be ready in their writing time because the AI is now also able to pull information from the knowledge base and pop it out in front of the agent, right, either. If it is a first go scenario, then the agent can spill it out for the customer and the customer is happy, and only those challenges that are really intense in terms of complexity get to the agent. So agent also feels fulfilled in terms of, you know, complexity get to the agent. So agent also feels fulfilled in terms of solving those problems.

Mark Smith: 34:11
Right, because as an agent. Imagine.

Mayank Bhardwaj: 34:12
I mean, you're getting those simple faq kind of questions all day. You do get frustrated, right, it's your job all day and you're like just answering those questions, why and you're thinking, why can't these people look at the website? Right, they're humans, right? Just go to the website and search this out. But then when these kinds of problems come up, and there you have to apply your whole imagination and intelligence. That's where you're fulfilled as an agent as well, right? So those are the two aspects that we've been trying to bring as part of the contact center platform, and we've seen people really relating to those aspects and getting excited about that.

Mayank Bhardwaj: 34:48
Today. Just now, I received I don't remember the name of the organization, but one of the recent wins. I'll go through the. You know details of what it entailed, but we are seeing a lot of tractions on the contact center as well. People are getting onboarded on the platform and now starting to realize the value of all of these capabilities. And again, the beauty of it is all configuration, man, right. So all your knowledge bases, your topics, all of that basically stays as part of the configuration and as the business grows, you can keep changing them without really needing a whole developer team to bring that in your team. Your own cases become a feedback loop for your knowledge bases, right, and the way that you solve problems become the whole knowledge base and the AI to build on top of, so that next time when you face the same problem you have that reference, whether it was you solving it or your friend solving, or colleague from a different department solving it. The consolidation of that information using AI allows us to stay on top of all of those developments.

Mark Smith: 35:51
So that's the beauty of it. Mayank, it's been so good talking to you, very insightful. Thank you so much for coming on the show, thank you for having me Really excited, thank, you. Hey, thanks for listening. I'm your host, mark Smith, otherwise known as the NZ365 guy. Is there a guest you would like to see on the show from Microsoft? Please message me on LinkedIn and I'll see what I can do. Final question for you how will you create with Copilot today, ka kite?