Microsoft’s Modern Solutions & Support (MSS) team is revolutionizing technical support through generative AI. They developed a semantic search tool to streamline support resources, initially inspired by the need to manage extensive documentation. Following the rapid emergence of ChatGPT, the team leveraged Microsoft Azure OpenAI to create Modern Work GPT (MWGPT), enabling efficient content curation for over 300,000 items related to Microsoft Teams and other solutions. To ensure quality and responsible AI deployment, they established an “8 Ds” framework focusing on diversity, data relevance, intuitive design, and rigorous testing. The framework guides the development of agentic AI, empowering support engineers to make informed decisions, thus enhancing customer experiences. Key takeaways emphasize thorough document curation, consistent feedback from subject matter experts, and effective change management strategies. As AI continues to evolve, Microsoft aims to integrate these insights into various business disciplines, fostering a future of collaborative human-AI support.
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