Microsoft AI Lab: Renewing customer service with data and AI
Move beyond the GenAI hype and learn how to transform customer service from a risky transformation project or a costly experiment into a strategic business driver.
About the event
GenAI solutions in customer service range from individual use cases (e.g. call transcription and summarisation) to autonomous agents promising to replace human support agents entirely.
The challenge with adopting AI in customer service isn’t about identifying the use cases since there are plenty, productised or not. It is about finding the right approach in your specific context: what to prioritise, what to validate or pilot, how to choose the right metrics to evaluate the success, and how to move from experimentation to results that drive business impact.
In this event, we'll explore the uses of GenAI beyond the hype, creating a space for the participants to pause and reflect before rushing to launch omnichannel bots and self-service solutions.
We will focus on the following questions that help transform customer service from a cost center into a business enabler: How to move from individual pilots to programs that drive real business impact? How to align AI initiatives in customer service with the business strategy through an end-to-end view? How to plan and measure the success of individual proof-of-concepts? How to continue after the proof-of-concept is done? What is the most important thing to look for when productising GenAI solutions?
And most importantly, we'll talk about how to make sure that GenAI doesn't turn the experience of contacting customer service into a 'Sludge' — an obstacle to getting things done and a source of frustration and disappointment.
When: March 3rd, 2026 at 08:30–12:00 Where: Keilalahdentie 4, 02150 Espoo.
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
Speakers
- Anna Kholina, design director at Futurice, PhD
- Aleksi Rossi, Data, Analytics & AI Principal
- Antti Koikkalainen, Account Technology Strategist at Microsoft
This event is for: digital / IT leaders and managers, CX professionals, people who work with customer service and business leaders experiencing AI agent hype FOMO. The event will not be streamed or recorded – come and join us on site! Participant information will be shared with Microsoft Finland.