Get ready for the future of work with Microsoft Teams | Enterprise Connect 2024 Keynote

Summary

Nicole Herskowitz from Microsoft discusses the challenges of hybrid work and the transformative potential of AI in the workplace. She highlights Microsoft Teams' innovations, including simplified room setup, AI-powered meeting recaps, and the integration of Copilot to enhance productivity and collaboration. New features like speaker recognition and the Queues app for customer service are also introduced, showcasing Microsoft's commitment to reinventing work in the AI era.

Takeaways

• 🌟 Hybrid work is the new norm, with knowledge workers often splitting their time between remote work and office work.
• 🔄 Microsoft Teams rooms are being rapidly deployed to facilitate smooth collaboration between in-office and remote workers.
• 🚀 Major simplifications in setting up Microsoft Teams rooms, with a push-button setup that aims to be completed in 15 minutes or less.
• 💡 AI is predicted to play a significant role in 70% of data and text-heavy tasks by 2025, revolutionizing the way we work and live.
• 🕒 Digital debt is a growing issue, with employees spending substantial time on emails and meetings, leaving less time for actual work.
• 🤖 Microsoft Copilot is an AI-driven tool that integrates with all business data, providing assistance in various tasks, from understanding time allocation to brainstorming and content creation.
• 📈 Research shows that Copilot users save an average of 10 hours per month, with 70% reporting increased productivity and 68% noting improved work quality.
• 🌐 Microsoft Teams continues to expand its usage and capabilities, with over 320 million people relying on it for communication, collaboration, and work across various markets and languages.
• 🔧 Significant investments in performance, reliability, and ease of use for Microsoft Teams, including a new desktop app built from the ground up for better speed and memory usage.
• 📞 Teams Phone now offers five nines uptime, ensuring high service availability for businesses that rely on it for communication.
• 🎯 The Queues app and Copilot for Service are designed to enhance customer engagement and service, providing advanced phone capabilities and AI-powered insights.

Q & A

What are the two most topical issues Nicole Herskowitz addresses in her speech?

The two most topical issues Nicole Herskowitz addresses are the challenges of the new normal in hybrid work and the integration of artificial intelligence (AI) in businesses.

How does Nicole describe the current state of hybrid work?

Nicole describes the current state of hybrid work as complicated and sometimes messy, with workers operating across different time zones, locations, and schedules, and not settling into a one-size-fits-all model.

What does Nicole mean by 'digital debt'?

Digital debt refers to the phenomenon where employees spend a significant amount of their time managing emails, attending meetings, and dealing with an overwhelming influx of information, leaving them with less time to focus on their actual work.

How does AI help in addressing the challenges of hybrid work and digital debt?

AI helps by automating and streamlining tasks, providing insights and organizational assistance, and enabling new ways of working that can increase efficiency and reduce the time spent on administrative and information management tasks.

What is the significance of the 'anchor days' established by Nicole's team?

The 'anchor days' are specific days of the week when the team is required to be in the office, ensuring a level of in-person collaboration and helping to maintain a balance between remote and office work.

What is the role of Microsoft Teams in facilitating hybrid work and AI integration?

Microsoft Teams serves as a platform for communication, collaboration, and AI integration, allowing teams to work together effectively, deploy AI-powered features like Copilot, and manage customer interactions seamlessly.

What improvements have been made to Microsoft Teams to enhance performance and reliability?

Microsoft has rebuilt the Teams desktop app from the ground up, making it twice as fast and using half the memory. They've also embraced technologies like WebView2 and React to improve app reliability and ensure service availability.

How does the Queues app announced in the speech enhance customer engagement?

The Queues app provides advanced phone capabilities within Teams, allowing supervisors and employees to manage all customer calls more efficiently, with features like call queuing and power user controls.

What is the significance of the Autopilot feature for Microsoft Teams Rooms (MTR)?

The Autopilot feature simplifies the deployment of MTR, reducing the time and effort required to set up the system, making it as easy as pushing a button and enabling rapid adoption of the technology.

How does Copilot for Service enhance customer service interactions?

Copilot for Service works on top of existing CRM systems, providing AI-powered insights and automating tasks during customer interactions, allowing service representatives to resolve issues more quickly and effectively.

Outlines

00:00

📢 Introduction and Discussion on Hybrid Work and AI

Nicole Herskowitz, Vice President of Productivity and Collaboration Copilot at Microsoft, opens the presentation at Enterprise Connect. She discusses the challenges of the new hybrid work environment and the importance of AI in business transformation. Nicole shares insights from her interactions with customers about the difficulties of adapting to hybrid work and the potential of AI to revolutionize business operations. She emphasizes the need for easy collaboration tools like Microsoft Teams rooms and the significance of AI in managing digital debt and enhancing productivity.

05:00

🚀 AI Transformation and Microsoft Teams Evolution

The presentation highlights the competitive advantage organizations can gain by embracing AI transformation. Microsoft is committed to infusing AI into all their products, including Windows and productivity apps like PowerPoint and Word. Microsoft Teams has been redesigned for the AI era, with over 320 million people relying on it for communication and collaboration. The adoption of Teams Phone, Rooms, and Premium is increasing, and the platform now supports over 145,000 custom business apps and 2,000 third-party apps. Nicole discusses investments in performance, reliability, and ease of use for Teams, showcasing the new desktop app's speed and memory efficiency, and the introduction of the Queues app for managing customer calls.

10:01

🤖 Introducing Microsoft Copilot and its Impact

Nicole talks about Microsoft Copilot, an AI-powered assistant that integrates with all business data stored in the Microsoft graph. Copilot can answer questions, create content, and reason over data, providing a personalized and secure experience. Extensive research with early users of Copilot shows increased productivity and creativity, with users saving an average of 10 hours per month. Copilot is embedded in Teams chat and integrated into various Teams workloads, offering AI functionality tailored for meetings, calls, chats, and channels. Nicole also announces the upcoming Intelligent Recap feature for VoIP and PSTN calls in Teams, enhancing the ability to capture key points from calls.

15:03

🎯 Demonstrating Copilot's Capabilities and AI in Teams

Derek Snyder joins the stage to demonstrate Copilot's capabilities in action. He shows how Copilot can help him prepare for his day by summarizing emails, Teams chats, and meetings. Copilot's ability to reason across business data and provide detailed insights is highlighted. Derek also demonstrates how Copilot can be used in calls to organize ideas into tables and how it can assist in brainstorming sessions. The demonstration includes using Copilot to generate summaries, make inferences, and share information with teams, showcasing the AI's potential to streamline work processes and enhance collaboration.

20:05

🌟 Advancements in Teams Rooms and Speaker Recognition

The presentation announces the expansion of speaker recognition to every Teams device on Windows, improving the hybrid meeting experience by clearly identifying who is speaking. Nicole discusses investments in making Teams great in every space, regardless of the environment. Derek returns to demonstrate how Teams can adapt to various meeting scenarios, including noisy environments, with features like voice isolation. He also showcases upcoming features like automatic camera switching and the Ultrasound Proximity Join for easier meeting participation. The presentation concludes with a dramatic reduction in the deployment time for Microsoft Teams Rooms, made possible by the new Autopilot feature.

25:08

💬 Enhancing Customer Engagement with Teams and AI

The focus shifts to customer engagement and how technology can simplify interactions with customers. Nicole addresses the challenges faced by service representatives and introduces the Queues app for managing customer calls, which is now available in private preview. The app aims to streamline the handling of incoming customer calls and will be generally available in the next quarter. Copilot for Service is also introduced, which leverages customer data to provide AI-powered insights and improve customer service. Derek demonstrates the Queues app's advanced phone capabilities and how Copilot for Service can assist in resolving customer issues by pulling relevant information from the system of record like Salesforce, all within the Teams interface.

30:10

🌐 Showcase of Teams and AI in Customer Service

The presentation concludes with a look at how Teams and AI are being used in customer service roles. Derek demonstrates the Queues app's features for managing customer calls and shows how Copilot for Service can be utilized to provide real-time assistance during customer interactions. He illustrates how Copilot can access a knowledge base and provide solutions, as well as automate processes like initiating a return policy. The demonstration highlights the integration of Copilot with existing CRM systems like Salesforce and Microsoft Dynamics 365, aiming to transform customer service delivery. The presentation ends with a call to action for the audience to explore the latest innovations in Teams and a showcase of customer testimonials on how Teams and AI have enhanced their workflows.

Keywords

💡Hybrid Work

Hybrid work refers to a work model where employees split their time between working in the office and working remotely. In the context of the video, Nicole discusses the challenges and new norms of hybrid work, emphasizing the need for seamless collaboration and the role of technology in making it work effectively.

💡Artificial Intelligence (AI)

Artificial Intelligence (AI) is the simulation of human intelligence in machines that are programmed to think like humans and mimic their actions. In the video, AI is highlighted as a transformative force that can reinvent businesses, automate text-heavy tasks, and improve productivity. It is also integrated into Microsoft's products and services.

💡Microsoft Teams

Microsoft Teams is a platform that combines chat, video meetings, file storage, and app integration to support teamwork and collaboration. The video emphasizes the importance of Teams in the new era of work, with features like Teams rooms, anchor days, and the integration of AI to enhance user experience and productivity.

💡Digital Debt

Digital debt refers to the overwhelming amount of digital information and communications that compete for our time, making it difficult to focus on actual work. In the video, Nicole mentions that employees spend two full days a week on emails and meetings, leaving less time for productive work.

💡Copilot

Copilot is an AI-powered assistant that integrates with Microsoft Teams, providing functionalities like answering questions, creating content, and reasoning over data. It is designed to enhance productivity and creativity by automating mundane tasks and providing insights.

💡Productivity

Productivity refers to the efficiency and effectiveness with which work is done. In the context of the video, productivity is a central theme, with discussions around how hybrid work and AI can improve it. The introduction of AI and tools like Copilot aims to reduce digital debt and streamline work processes.

💡Collaboration

Collaboration is the act of working together with others to achieve a common goal. In the video, collaboration is emphasized as crucial in the new work environment, with Microsoft Teams facilitating seamless collaboration between in-office and remote workers through its features.

💡Customer Engagement

Customer engagement refers to the strategies and processes used to interact and communicate with customers to provide value and build relationships. In the video, customer engagement is discussed in terms of simplifying and enhancing the customer service experience through technology and AI integration.

💡Service Reliability

Service reliability is the ability of a service to perform consistently and be available when needed. In the video, service reliability is a key aspect of the improvements made to Microsoft Teams, with a focus on ensuring that the platform is always available for business operations.

💡Ease of Use

Ease of use refers to the simplicity and intuitiveness of a product or service, allowing users to navigate and utilize its features with minimal effort. In the video, ease of use is a significant area of investment for Microsoft Teams, aiming to reduce noise and clicks to enhance user experience.

Highlights

Nicole Herskowitz, Vice President of Productivity and Collaboration Copilot at Microsoft, discusses the challenges and opportunities of hybrid work and AI at Enterprise Connect.

Hybrid work has become the new norm, with most knowledge workers in the office at least one day a week, and many more.

Microsoft Teams rooms are being rapidly deployed to facilitate collaboration between office and remote workers.

Microsoft has made significant investments to simplify the setup process for Teams rooms, making it as easy as pressing a button.

The phenomenon of 'digital debt' is impacting work, with employees spending two full days a week on emails and meetings, leaving less time for actual work.

AI provides an opportunity to reinvent how we work, with Gartner predicting that generative AI will play a role in 70% of data and text-heavy tasks by 2025.

AI can work in ways not possible before, doing tasks in seconds that used to take hours or even days.

Teams has become a mission-critical application for organizations globally, with over 320 million people across over 181 markets and in 44 languages relying on it.

Microsoft is committed to partnering with customers on their AI journey by infusing AI into all products, including Windows, PowerPoint, Word, and Teams.

Teams Phone, Rooms, or Teams Premium are now being used by more than 2/3 of enterprise customers.

Microsoft Copilot is a unique AI tool that has access to all your work data stored in the Microsoft graph, including emails, chats, meetings, calendars, and documents.

Copilot users on average save 10 hours per month, making people more productive and creative.

Intelligent Recap is coming to calling in Teams, providing AI-powered recaps for VoIP and PSTN calls, ensuring no key points are missed.

Microsoft Team Rooms are designed to provide the best experience for in-room and remote attendees with innovations like IntelliFrame and speaker recognition.

The Queues app is being launched to manage all customer calls within Teams Phone, making it easier to handle and manage incoming customer calls.

Copilot for Service, working on top of existing CRM systems like Dynamics 365 or Salesforce, unlocks customer data and provides AI-powered insights to better serve customers.

Microsoft is working to transform customer-facing service delivery with investments like the Queues app and Copilot for Service.

Transcripts

- But hello everyone.

I'm Nicole Herskowitz, Vice President of Productivity

and Collaboration Copilot at Microsoft,

and it is so great to be back with all of you

at Enterprise Connect this year.

Now, one of the best parts of my job is spending time

with our customers,

and I want to share with you today some

of the two most topical topics

that I hear from them every single time we meet.

First, how do we make this new normal

of hybrid work actually work?

We all know it has not been a soft landing

and it's been challenging for many of us.

The second topic is, of course, AI.

Our customers want to know,

how do they best reinvent their businesses

for this new age of artificial intelligence?

So first let's talk about hybrid work.

As I alluded to before, it's been a little complicated

and at times really messy.

We work across time zones, we shift our work hours at times,

we work from coffee shops, in our cars, in the office,

even behind stage like I was just a few minutes ago.

The reality is we did not settle into

a one size fits all model where everyone is in the office

or everyone is working from home.

The new norm is somewhere in between, working both remotely

and then also in the office some of the times.

The fact is the majority of knowledge workers

are at least in the office one day a week,

and many of us more.

For example, my team, we've established

what we call anchor days.

Tuesdays through Thursday we're in the office.

But on other days it's pretty mixed.

So collaborating from the office must be as easy

as joining a meeting from home.

And this has led to many

of our customers rapidly deploying Microsoft Teams rooms

across their offices.

Now, we have made major investments to simplify the process

for setting up Microsoft Teams rooms, making it as easy

as a push of a button.

So I am going to go right here, push the button.

Now start your stopwatches.

This device should be fully set up in 15 minutes or less.

Now clearly, there has been a massive shift

towards flexibility in how, when and where we work.

Now we have another challenge,

staying on top of all the information that is inundating us

all the time.

Emails, chats, meetings,

and more that are competing for our time.

I have a friend, 'cause I'm not able to push the button.

He's going to double check for me right now.

Oh dear. (audience laughing)

We might have to check if it's plugged in.

(laughing) Our recent WTI research

uncovered that employees spend two full days a week

just doing emails and attending meetings,

leaving us less time than ever to actually do our work.

We call this phenomenon digital debt.

And it's having a massive impact on work.

Nearly 2/3 of employees say they don't have the time

or energy to actually do their jobs effectively.

So something has to give.

We can't continue like this.

And luckily we don't have to.

We are experiencing a once in a lifetime shift.

AI provides an opportunity to completely reinvent

how we work and how we live.

AI will be pervasive.

Gartner predicts that generative AI will play a role

in 70% of the data and text-heavy tasks by 2025.

With AI, we can work in ways not possible before,

doing in seconds what used to take us hours or even days.

For example, I use AI to understand how I spend my time,

especially related to meetings.

It helps me assess if I'm allocating my time

in alignment with my business priorities.

I use AI to brainstorm.

When I prepare for a big team meeting, like an all hands,

I use AI to give me ideas for the agenda

to ensure I cover the topics most important to my team.

I use AI to create completely new things

like the blurb for this keynote.

I no longer have to start from scratch.

All right, ah, the button has now been pressed. (laughing)

Okay, now start your stopwatches.

All right.

Organizations that embrace this AI transformation

will gain a competitive advantage,

and those that don't will be left behind.

We are committed to partnering with you on your AI journey.

And one of the ways we're doing this is by infusing AI

into all the products we build, from Windows

to our productivity apps like PowerPoint and Word,

and of course Microsoft Teams.

Every part of Teams has been reimagined for the era of AI,

from meetings to chats to calls and more.

And today, over 320 million people

across over 181 markets

and in 44 languages rely on Teams

to communicate, collaborate and get their work done.

And customers are continuing to expand their usage of Teams

to take advantage of the most advanced capabilities.

Today, more than 2/3 of our enterprise customers

are using Teams Phone, Rooms, or Teams Premium.

And with over 145,000 custom line of business apps

and more than 2,000 third party apps in our Teams store,

you can make Teams the hub for all

of your business processes,

helping your employees have everything they need

in one place.

Now, with all this momentum,

Teams has truly become a mission-critical application

for organizations around the globe.

We take this responsibility super seriously

and we have dedicated a significant portion

of our engineers to the core foundation of Teams.

And we are truly, truly grateful for all of you,

everyone in the audience today, the people who set up

and manage Teams in your organizations.

Many of you are currently deploying new Teams

across your companies, and you need to have confidence

that it's performant, it's reliable, and easy to use.

So let's touch on some of our investments in these areas.

First, performance.

A year ago on this very stage,

I announced the new era of Teams,

where we released a brand new, built from the ground up

desktop app.

We benchmarked against classic Teams,

and new Teams is twice as fast while using half the memory.

Today, over 75% of our customers are using new Teams,

and we're constantly tracking the telemetry

and listening to your feedback

to further improve the performance.

Next, let's talk about reliability.

With new Teams, we've embraced technology

such as WebView2 and React,

which have significantly improved app reliability.

Service reliability is another key aspect of, excuse me,

service availability is another key aspect of reliability.

Your business runs on Teams,

and we know that it is very important

that it's always available.

One big leap forward in reliability is Teams Phone.

(audience applauding) And I am so excited

to announce that as of April 1st

we are updating our financially backed service agreement

for Teams Phone to five nines uptime.

You can clap again.

(audience cheering and applauding)

The third area of investment is ease of use.

We want everyone to get the most out of Teams

no matter your role, function, device or platform.

And we're taking steps to reduce the noise

and help you navigate Teams with fewer clicks.

One example is the Discover Feed in channels,

which is now generally available.

The Discover Feed is a personalized feed powered by AI

that provides the most relevant information to you

across all your channels,

based on the people you work with

and the topics you care about most.

We also know that you want to personalize Teams

to work the way you work.

So for example, if you're a developer,

you may prefer dark versus light mode.

You may choose compact versus comfy to view your chats

so that you have more text on your screen.

And you can even customize emojis

with the ones you use most often.

It truly is your Teams.

Now this is just a glimpse of the investments we're making

to the fundamentals of Teams.

Jeff Teper posted a blog today with more information,

so please go check it out.

Now going back to what I mentioned before,

we're all struggling with digital debt

and AI has the potential to help us.

It is hard to believe

that in just one year ago we introduced Microsoft Copilot.

It's incredible to see both the pace of innovation

and the rapid adoption.

Tens of thousands of employees

at customers like L'Oreal, KPMG, Visa, and more

are not only using Copilot,

they're also helping us shape the product.

Now Copilot can answer your questions, create content,

and reason over your data.

And what makes Copilot so unique is that it has access

to all your data at work, all stored in the Microsoft graph.

So all of your emails, your chats, your meetings,

your calendars, your documents and so much more.

And by inheriting all your existing Microsoft 365 security,

privacy, compliance policies,

your data stays under your control, in your tenant,

and does not inform the future LLM models.

And since Copilot is your assistant,

it can't act without your knowledge

or access any information

that you don't have permission to see.

For me, using Copilot is like magic.

But you may be wondering, is it worth it?

We conducted extensive research

with thousands of Copilot early users

to answer this question.

And what's the headline?

Copilot makes people more productive and creative.

In fact, 77% of people don't want to give it up.

70% of Copilot users are more productive,

and 68% observed

that their quality of their work had improved.

And the most powerful finding from my perspective

is Copilot users on average save 10 hours per month.

Just think what you can do with an extra 10 hours.

Now, Copilot shows up in Teams in two ways.

First, it's embedded in your Teams chat

so you can work with it just like any other colleague.

You can ask it questions spanning all of your business data,

your emails, your calendars, your files, your documents.

Copilot is there to assist you.

Second, Copilot is in each Teams workload,

providing AI functionality that's fine tuned for meetings,

for calling, for chat, for channels,

making it so much easier to work together.

Now one of my favorite AI features

is Intelligent Recap in meetings, because it automatically

creates meeting highlights, notes and action items.

With Intelligent Recap, I no longer take notes

and it's so much easier to catch up on missed meetings.

I'm excited to announce

that Intelligent Recap is coming to calling.

So now you get AI powered recaps to all your VoIP

(audience applauding) and PSTN calls in Teams.

You never have to worry about capturing

any of those key points on your call.

Especially for me when I'm on a mobile phone.

This is so great.

Now Teams is making it easier to collaborate

and smarter to work with Copilot.

But seeing is truly believing,

so I'd like to invite Derek Snyder on stage

so we can take a closer look.

Hi Derek.

(upbeat music) (audience applauding)

- Hi everyone.

Whoo!

Do you want to see some demos?

Alright, so as Nicole was talking about, we have a lot

of digital debt these days.

I live in New York City,

most of my team is on the West Coast in Seattle.

And so by the time I wake up in the morning,

lots of decisions have happened.

Now I used to have to go app by app

to sort of see what happened and what decisions took place.

But now I actually just use Copilot

and give kind of a very simple prompt.

So when I wake up in the morning,

I open up Copilot on my phone.

And I say, you know, help me prepare for my day,

and organize them by emails and Teams chats and meetings.

And you'll see that Copilot can actually reason

across all of my business data.

It's pulling together summaries from those emails.

It's giving me a good sense of all the things that happened,

you know, while I was asleep.

It's giving me a sense of the Teams chats.

And also it's telling me that I've got, you know,

a number of meetings coming up today,

including this one about Project Sniff

that I don't really understand.

Now the good news is you can use a conversational interface

to just ask follow-up questions.

So in this case, I'm going to tell it to, you know,

tell me a little bit more about this smell-o-vision project

that I have a meeting on today.

And it's now going to go off

and grab information across the Microsoft graph,

which is my calendar, my contacts, my emails, my meetings,

my Teams chats and channels,

and give me a very, very succinct summary.

So the Smell-o-vision Project, also known as Project Sniff,

is a new product that can create personalized scents

based on your mood and environment.

Oh no, this is very confidential stuff.

I can't believe I have outed our secret plans

to add scents to Teams.

Don't tell anyone.

We'll get you to sign an NDA on the way out.

So you can see there it's very easy for me to ask questions,

especially when I'm, you know, on the go

across all of my business data.

But we also have integrated Copilot

into the individual experiences inside of Teams.

So let's take a look at my computer now.

And what you'll see here is I've actually got

the Calls app pulled up.

So this is the Calls experience.

And so it should be very familiar if you use

Microsoft Teams today.

It's got, you know, all of my calls.

And again, this represents not only calls

that are done over VoIP,

but also calls that are done through PSTN.

So calls that I'm making to landlines

and mobile phones and things like that.

Now, I wanted to spend a little bit of time brainstorming

with a person on my team, Pradeep, for this meeting

that we had later in the afternoon.

So I actually just called him from Teams Phone

on his cell phone.

And now we were both commuting

so we didn't really have a chance to actually take notes.

Our hands were kind of occupied.

And so what you'll note is that now all of the calls

that I actually have through Teams Phone

come with a complete recap.

And that's what Nicole just announced there,

which it gives me all the summary, basically,

of what happened in the call,

including little things like citations.

(audience applauding) Yeah, how cool is that?

But check this out.

Copilot of course is a reasoning engine.

So I can actually ask very, very complex questions.

And so in this case, Pradeep and I

just had a very unstructured brainstorm, right?

And so what I'm going to do is I'm going to actually tell Copilot,

hey, Pradeep and I had a brainstorm.

Organize all the ideas we discussed into a table

with columns for challenges, solutions, and what to do next.

So you can put Copilot to work, not like a search engine,

but actually like an intern

where you're giving it complicated instructions

and it'll actually start to build that out,

again, just based purely on what was said out loud

in the call, purely based on the transcript.

How cool is that? (audience applauding)

So here we go.

I've got my challenges, I've got my solutions.

It's actually even making inferences around what to do next

and suggestions, which is super, super cool.

And it's actually giving those to me here in real time.

Now one of the great things about Copilot

is that it is just for me.

So when I'm asking Copilot questions,

no one else can see this.

I, of course, can only access the things

that I already would have access to, in other words,

calls that I was on or meetings that I was in.

But one of the things that's really great

is that I can actually take that and copy that

and share that with other folks.

So I'm now going to go ahead and take that brainstorm recap

that I just prepared, and I'm going to pop it into

our little group chat here.

Of course, the Aroma Alliance,

people working on the Project Smell-o-vision.

In this case, I usually hesitate a little bit

'cause I want to provide a little bit of context

to the team of what just happened.

So I'm just going to go and write something really short.

Pradeep and I had a brainstorm.

Here are the notes.

Okay, great, so I've got that.

And now what I'm going to be able to do

is actually use Copilot

to rewrite that into something

a little bit more meaningful for the Team.

And so you can make all sorts of adjustments.

I can make it enthusiastic,

I can make it a little bit longer,

I'm going to do that as well.

And Copilot really takes the heavy lifting of, in this case,

you know, providing a little bit of that context.

So here we go.

After discussing some ideas with Pradeep,

we came up with a summary

of our main points and suggestions.

Okay, that's pretty good.

You know what, I'm going to make one final little change here.

And you can actually have Copilot make any tweak you want.

So I'm going to ask it to add a pun about smells.

Very important to be funny at work.

We snipped out some ideas with Pradeep, here are the notes.

All right, well I'll keep it.

There we go.

And so now I've gone ahead

and pasted in, again, that beautiful table

that Copilot generated for me.

And it's really easy for me to share this

with everybody in the group.

So what you've just seen is Copilot, not only inside

of the chat experience where you can ask it questions

about any of your business data,

but actually become now a teammate where you can use it

to start to organize

and share context from things, including your calls.

Back to you, Nicole.

(audience applauding)

- Thanks, Derek.

It's great to see

how AI can help us be more productive with work.

But as I mentioned before, most of us are back in the office

at least some of the time.

But is the office really ready for us in our new normal?

We have designed Microsoft Team Rooms

to provide the best experience for in-room

and remote attendees, with innovations like IntelliFrame

with smart video feeds and speaker recognition,

Teams makes sure that everyone is seen and heard.

Today I'm excited to announce

that we're expanding speaker recognition

to every Teams device on Windows.

Gone are the days of not knowing who is saying what

in a hybrid meeting.

Speaker recognition captures the actual speaker's name,

not the conference room name.

It also unleashes the power of Copilot

as it attributes statements

to the person talking in the conference room.

But we know not all rooms are Teams Rooms.

In fact, most meeting rooms are not video-enabled,

impacting the hybrid meeting experience.

That's why we're making investments

to make Teams great in every space,

whether you're joining from a noisy cafe

or huddled around a laptop

with your colleagues in a focus room in the office.

Now to see a few of these capabilities in action,

I'm going to hand over to Derek once again.

- It's great to be back.

So as I mentioned literally a moment ago,

I live in New York City

and so I am often the remote participant

when it comes to joining meetings,

especially with folks back in the office.

And even though I'm surrounded by the world's best bagels

and pizzas, I often end up with this view.

This one on the bottom left, does it look familiar?

The conference room from hell.

It's a round table,

but there's a camera somewhat in the middle of the room.

The person has no idea

that he's blocking the view of everybody else.

And I actually have no idea who these people are.

And to make matters worse, when I go ahead

and try to get a summary from Copilot

after the meeting is over,

and I have to, you know, of course

ask questions from Copilot, you'll notice that

there's not individual attribution

to the individuals in that room.

So you know, same here, we could expand the team

and bring other cross-functional stakeholders.

Wait, hold on, who said this?

It says cfoe62d, who is this person?

Now I want to contrast that a little bit

with what you see in this other conference room,

which may not even look like a conference room at all.

Because all the video actually spliced up

into these perfect little rectangles.

And you'll also notice that we're getting attribution

not only for the names, but check this out.

We're also getting attribution for the individuals.

Here's Alex in conference room One Esterra 6.2C,

and she's saying, "Good suggestion."

So she's getting credit for all her great ideas.

And this will show up in the Copilot summary as well.

Now how cool is that?

(audience applauding)

Now, I couldn't help but notice we had invited

Ilya to this meeting.

I know he's kind of a local celebrity.

I'm going to break the glass.

I don't know if any of you have ever done this.

It's very passive aggressive.

You can invite somebody to join a meeting if they're late

and it actually rings them on Teams.

So we're going to pull him in

'cause god knows where Ilya actually is.

And we're going to see if we can get him on this call as well

and really make a, (students clamoring)

Ilya, where are you?

Are you surrounded by a group of students?

I can't hear anything.

- It's so loud.

We've got a group of students in the room, this is awful.

- Oh yeah, this is terrible.

If only there were a feature you could enable

that would somehow solve this problem.

- Gimme a sec.

How is that?

Is that a little bit better?

- Wow, maybe you should turn it on. (laughing)

- Yes.

How's that?

I've got voice isolation turning on right now.

Is that better?

- I dunno, flip it on. (laughing)

- It's so loud that I can barely hear you

even though I've got you on the phone.

- Ilya, are you telling me that it's dangerous

to do these kind of demos live?

(audience laughing)

- So I've got voice isolation turned on,

which is-- - There you go.

Now we got it. (audience applauding)

- There we go. - Perfect.

- Yeah, so all I have to do is enroll my voice,

and now Teams will only let through my voice

and not anybody else's voice.

And it's actually the same enrollment

that's used by our profile on Teams Rooms

to know who said what.

Oh hey, I saw a Zoom (indistinct) coming by.

- Wait, you said the Zoom people are coming?

Okay.

Well, it's just as easy

to remove people from the meeting as well.

(audience laughing) Very, very easy.

Alright, thanks Ilya, that was a lot of fun.

(audience applauding)

Let's just show a couple slides with a couple other things

that we're bringing out

into the Microsoft Teams Room experience.

Number one, you know,

what we showed here is obviously going to be great

when you have an in-room camera,

but we're also going to start supporting

automatic camera switching from other sources,

including laptop cameras.

So if indeed somebody left the bowl of snacks

in front of the room camera, we will then switch

to people's laptop cameras to make sure

that you always have a great sort of straight on view.

And using cloud AI will make sure

that we always choose the best version of that view.

So this is some super cool stuff

coming in the coming months.

Next up, we have two other things

that we're going to announce, and this is really around

making it easier to join meetings.

We have a new feature called Ultrasound Proximity Join,

which uses the mic and speaker of your laptop

when you're in an MTR

to seamlessly just connect you without any fuss.

And we also have join with QR code,

which is exactly what it sounds like.

And finally, you might have noticed

that our MTR came to life.

And so what you actually saw is a dramatic reduction in time

to deploy an MTR.

It usually takes hours or sometimes days,

and you need special technicians and special equipment.

And what we have now shown you today

is our brand new Autopilot in MTR feature.

And so when Nicole hit that button,

that was all she had to do to actually deploy the MTR.

So in the same way that if you've ever set up a Windows PC

and it's auto provisioned from the cloud,

we're taking that same great technology

and bringing it to the MTR.

And we counted, it took 13 minutes and 27 seconds,

even on this hamster wheel internet.

Whoo! (audience applauding)

Alright, that's it for these demos.

Back to you, Nicole.

- All right, thanks Derek.

We did have someone else have to come out

and help us push the button.

I think we had a tech issue

with having it actually I think plugged in.

That being said,

now we have largely been talking about collaboration

across colleagues, but we know for many

of our Teams users, your most important collaboration

is with customers.

And by customers I mean anyone.

It could be a consumer calling their bank,

it could be an employee calling their IT help desk.

We believe that technology should make it easy

to engage with customers, enabling you to focus on

what really matters, quickly resolving customer issues.

But according to Gartner, 43% of service reps say

that they are overwhelmed by the number of systems

and tools needed to complete their work.

We are committed to making customer engagement simpler

and more powerful, thanks to Teams integrations and AI.

So no matter how complex your needs,

there is a modern engagement solution

to match the way you work.

So for starters, many of the 17 plus million

Teams Phone users today

are using it for customer facing work.

And that's why I'm excited to announce

that we're adding advanced phone capabilities

with the launch of the Queues app.

(audience applauding)

The Queues app makes a workspace

that you can manage all of your customer calls

for both supervisors and the employees.

So it makes it so much easier to be able to handle

and manage all of those incoming customer calls.

The Queues app is now available in private preview

and will generally become available next quarter.

If you want to join the preview, just go to this link.

We would love to hear your feedback.

And next, for companies

with existing CRM systems like Dynamics 365

or Salesforce, Copilot for Service

unlocks your organization's customer data

and enables AI powered insights

to help you better serve your customers.

And for those most critical customer engagement needs,

integrated experiences across Teams, Copilot for Service,

and Dynamics 365 will help you create more knowledgeable

and effective customer service teams.

So now Derek, one more time, come up and show us how Teams

and Copilot are helping customer facing roles.

- Awesome, thanks so much Nicole.

Okay, one more for you all.

Want to first show you the Queues app.

So as Nicole just said,

we're releasing this in private preview now.

And this is giving us advanced capabilities

inside of Teams Phone so that you can actually have a queue

for all of your calls

and then actually do some power user features as well

for anybody that's customer facing within your organization.

You can see right now that I'm currently opted out

from getting calls, but I have some calls waiting.

You can see sort of the longest waiting time.

So I'm going to go ahead and choose to opt in,

at which point the flood gates will open

and I should start receiving those calls.

Now when I go into one of the calls,

you'll notice it's the same familiar Teams interface.

And this is really the power here.

Suppose I'm having a conversation with a customer

and I need to, you know, maybe get an engineer

or somebody else from the organization on the line,

it's really easy for me to either transfer the call to them.

Or I can actually consult and then transfer

where I connect with the person internally first,

give them a little context,

and then share that again with them.

So very, very easy to use, again,

using sort of the core experience we already have

inside of Teams Phone.

Okay, let's switch gears a little bit

and talk briefly about Copilot for Customer Service.

Now this is really cool

because it actually works on top

of your existing system of record.

So in this case we're using Salesforce.

So I'm going to go ahead and actually join a customer call

that I'm going to be using Teams for.

You know, and imagine we're in a situation where, you know,

I'm actually working through the issue with the customer.

Now what's really cool is that I both have the ability

to see details from inside of the call screen,

so I can open up the Copilot for Customer Service panel

and now it's giving me context on what this call is about.

You can see that it's connected to this specific case.

I can see the case number, I can see the contact ID,

I can see, oh, okay,

this is about ordering a bunch of tents.

So now we're in the tent business, apparently.

And then check this out.

I also can open that directly up in my system of record,

in this case Salesforce,

and it deep links directly into that card.

Now the other thing that's really cool is I can start

to consult with Copilot for Service

the way I would any other colleague.

And so I can ask questions

and it's going to use the large library of data

in the knowledge center

that's available inside of Salesforce

as well as SharePoint sites

or any other place where I have a repository of knowledge,

and I can ask questions.

Like for instance, hey,

what do I do when the exterior of the tents are damaged?

Oh, if they're damaged you can replace all the damaged items

if the order was delivered within 30 days.

So really easy to use this conversational interface,

again, right in the midst of a Teams call with the customer

to get the answers I need.

Now check this out, one thing to take this even further.

Maybe I just want to solve the problem.

I'm just going to tell Copilot for Service to remediate.

And it'll say, you know what?

I'll start the return policy process.

Can you confirm the order for Zenith tents

with two day delivery?

Yes I can, I confirm that,

and it goes ahead and actually completes the process

to have these tents replaced.

How cool is that?

(audience applauding)

Now for customers using Microsoft Dynamics 365

as their primary CRM platform, we've got a host

of new capabilities and even deeper integrations

inside of Teams, including things like the ability

to share a link so your customer can join the call,

and they don't even need to download the Teams app.

With the investments we're making like the Queues app

as well as Copilot for Service and Dynamics 365,

which we didn't even demo today,

we're endeavoring to really transfer the way

that customer-facing service is delivered.

I hope you enjoyed all the demos today.

I'm really going away now.

Thank you very much and have a great show.

Take care.

(audience applauding)

- Alright, thank you all.

It is so much fun to have been able to present some

of our latest innovations.

But of course 30 minutes is not enough

to cover all the announcements that we're making this week.

So here's a quick little snapshot.

But please go check out the What's New in Teams blog.

It lists all of our latest innovations.

Final, this is a truly transformational time.

How we work and how we live will be completely reinvented.

We're on this journey together,

and thank you for being a part of our team.

In closing, I'd just like us to take a look

at a few of our customers

who have harnessed the power of Teams and AI

to lead this way in the new way of work.

Thank you all.

(audience applauding) (upbeat music)

- What we did with the Digital Teaching Studio

is we created a space

where we replaced 300 empty seats and the cost associated

with audiovisual equipment and technology

to deliver them a first class digital experience.

- Copilot is able to plug into

our own customer applications called Digital Interact.

We have literally hundreds of thousands of assets.

We can now search with more natural language

all within Teams.

- This is about leveraging tools like Copilot

to help us be more strategic, more creative,

and more responsive, where we can add

the most amount of value for our clients.

And that's hugely exciting.

- Model Store integrated into Microsoft Teams

definitely help to bridge some of these communication gaps

between lab researchers and data scientists.

Copilot takes over the task of finding the models

that you could use, and get the expert opinion.

- [Craig] We're using Microsoft Teams

to communicate throughout the facility, to document photos,

to do live chats, to remote people into the site for help.

Having a connected workforce enables folks

to contribute in ways they never knew was possible.

(upbeat music)