How Copilot is transforming customer service at Microsoft
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Transcript
In the world of customer service, being able to understand the customer's needs, resolve issues, and pass along critical information to other service agents are critical factors that companies must get right. Ric Todd, Director of Strategy and Innovation for Customer Service and Support at Microsoft, believes the advent of generative AI will transform these processes for service agents and allow them to focus even more on how to serve customers better.
Ric’s role centers around deploying and operationalizing new technology solutions for customer service at Microsoft, while providing feedback to improve those very solutions. In rolling out Dynamics 365 Customer Service and Copilot for Service across the organization, his team is seeing not only the benefits of a large language model that can reason over massive amounts of information instantly — but also a surprising ability to help agents tune into customers’ sentiments and communicate more effectively.
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Produced by Larj Media.
Hayete
Welcome to Pivotal. Hayete Gallot, corporate vice president for commercial solution areas that my resolved. I work with customers around the globe to transform their business through technology. At the center of every transfer are people who give technology its purpose. And that doesn't change with the advent of AI. It's actually being accelerated. People spark visionary ideas for leveraging technology. The release of AI technology like Chad GPT this year is exciting, but it has led to big question as we grapple with the best way to harness those tools to enhance and support the people behind the work. We like to talk about technology. I love to talk about it. But we often forget that technology is most effective when it supports people with purpose. This season will demystify AI by talking to the innovators using new AI technology to uplift their industries and augment their people from education to journalism, to surf And it just illustrates what AI is about. Everybody thinks it's about tech. No. Everybody's using AI. And that's what we're gonna show you on this season. I'm sure you all had to deal with customer support issues in many areas of your lives. Microsoft operates one of the largest customer support teams in the world, with tens of thousands of customer support engineers, and more than one hundred and forty five million contacts per year. Up until recently, support engineers and agents were using many different case management systems, and over five hundred individual tools to assist customers. This slowed down service, hindered collaboration between engineers led to more redundant engagements and produced inefficient workflows. So to improve the experience for customers and support engineers alike, the support team made a decision to migrate to Dynamics three sixty five customer service, a portfolio based on intelligence business application that streamline the customer experience. Today, we are hearing a story from within Microsoft, a case where Microsoft is both the developer and consumer. Ric
My name is Ric Todd. I am a director of strategy and innovation at Microsoft customer service and support And my role really centers around understanding how to sort of deploy and operationalize new technologies in a way that helps us serve our customers better. Hayete
Breek lives a bit of a double life. Ric
I have a pretty interesting backstory. At least I think it's interesting. I've lived two lives for most of my life. One one half being a musician and a guitar player and writing songs and, you know, producing records. And then the other side is sort of this other life that I've always lived, which is centered around technology, and I've lived a thousand different lives within that live, whether being a, you know, a customer support agent or an architect you know, a quasi technical salesperson moving into this sort of strategy space is the culmination of of all these lives that I've lived, but I I've lived a pretty interesting life thus far, and I'm super excited about where we're at today. Hayete
There are a lot of similarities between music and tech Ric
I can tell you it's unequivocally, yes. In fact, I had a coworker ask me via text last night. Is this problem we're trying to solve? Like, creating a record, and I had to respond back. You are so on point. This is exactly where these problems feel when you're making a record, which is work, work, work, work breakthrough, work, work, breakthrough work, you know, so it's exactly parallel to the music life, and it's very much the same. Hayete
Rick began work with Microsoft over seven years ago as a technical support adviser. Ric
Honestly, full disclosure I wanna go work for Microsoft. I wanna work with the most sophisticated, coolest technologies in the world, you know, and these super complex customers. How can I do that? What's the fastest path to doing that? Hayete
The interview actually came up while he was recording our record in Nashville, but he couldn't pass it up. Ric
I ended up taking this role for customer service support as a support escalation engineer. And the reason that's important is because it immediately re grounded me in feeling touching, doing the things that customers really care about. And so there are so many challenges that customers have that we don't do a great job of of necessarily translating all the time. Right? You know, as engineers, we really wanna focus on the technical specs of that. And many times, there's this other component that's the reality of this. I'm sure you've been through a drive through pickup food where you're very frustrated with the interaction. It became very clear that there are all these things that we have to do that are somewhat transactional, but important. But we really wanted to focus on the technical aspects of a job, and That helped get me grounded. Number one, and and this sort of re grounded in the life that these support escalation engineers live or support engineers and agents but it also reconnected me to the immediate pain and sort of visceral experience that customers have. Hayete
As you can imagine, as Microsoft, we don't wake up in the morning to build frustrated customers. So important for us to make sure that they have a delightful experience. And part of Microsoft's culture is being customer obsessed. From a support perspective, that means we have to constantly find ways to solve customer issues faster and let customers engage us in the channels they prefer whether it's chat, email, phone, or even social media, or all of the above. And that's not always easy when you have thousands of products. And as the technology is evolving quickly, it can be daunting for customer support agents to keep up. This is an area where AI and large language models or LMS can help for Rick and his team of many support agents. They could finally visualize what would help them before the technology even existed. They knew what would help them with better customer interactions, and faster technical problem solving. Ric
Large language models were introduced down the road, but you could go between that time when you would experience that pain with those customers and engineers, and just think, oh, if only I could do this, if only I had something to help me write an email if something could help me author summarizing notes, you know, so that I can help the next agent understand what happened in this case because that takes a ton of time. And it's super important But I need to solve the technical problems too. And the advent of large language models, it's it's this moment in time where we're able to actually answer those questions. We're actually at this point where I can ask this thing to help me communicating with my customer, probably more eloquently than I can, being very attuned to the customer's feelings and the customer's pains that they're having, we're actually together communicating more effectively with this customer. That's just one example. And and when I say we passed this this this moment in time, now we're at this point. We're we're sort of taking table stakes off because we can help communicating with customers, help with working within the case, these administrative task that are very time intensive. And now we're starting to think about, oh, wow. What else can we do? What else is what else is possible right now? LLMs have really been this moment where we pass through this. I don't know how to explain it any other way than to say we're moving into a new era. That's how it feels. Hayete
An AI that uses the power of natural language and human language. This was a skill that Ricks support agents were looking for to help them better communicate with numbers. It's also an example of how we are grounding use cases based on our own experience at Microsoft. We brought our support team onto Dynamics three sixty five service and introduced them to co pilot. We became the largest initial customer of our own AI powered solution. And this is a great opportunity for the team to be in a way the consumer and then tell us how we can improve to better serve our customers. Ric
And the beautiful thing In a business this size, I'll tell you, it's very easily easy to get siloed. Right? And, you know, the engineering team knows what it wants to do. The development team knows what it wants to do. The support people, they just kinda get something that serves their needs maybe, and there's all this sort of abstract thinking that happens. With co pilot, it wasn't unbelievably it was almost like it's been a startup experience, which is to say we were hyper involved in the development of features. There many of them are built on our feedback and what we as support agents do every single day how they can help us. I mean, even just now, I was just talking to somebody before this conversation with you about even moving faster on the feedback that we give as a support organization to make sure that they're meeting the needs of us because I don't think it's any secret. If it works for Microsoft support, it's probably gonna work for most customer organizations in the world. Right? So we we have been unbelievably connected in a way I have never seen before, particularly in an organization this size. And this particular co pilot is very much built with the business in mind. In fact, from the point of view of the business, and I think that's a very unique aspect. And I'm super excited about that. Hayete
In product development, we sometimes use the term dog fooding, which essentially means engineers and developers use the product just as users might. So they can figure out what works and what needs improvement before releasing a product to the customer. But in the case of implementing dynamic three sixty five, the engineers and developers aren't just, like, footing. Ric
I would actually take that one step further and just say, I don't think you would run into very many engineers or support agents in our world that don't think they are owners in the product outcome, which is totally different than This is something that's been given to us, and we just gotta get through the bugs. We are literally side by side with engineering and with our development people. Because all of our teams were peers in making this product better for the people that are going to use it. So I mean, it's just I've never experienced this before, and you I'm sure you can hear the excitement in my voice, but I'm super passionate about the our relationship and how well this is working. Hayete
It's a reality of life in twenty twenty three. Even for product developers, engineers, and agents, we are all on the other side of customer support. You know, for me, it's all about my accent, I'm French. So I will call and then they'll try to first filter and understand what I'm saying, and I get very frustrated by the minute. They have a filter. I say, hi. And it comes as Heidi. And I say Hyatt and I say Heidi. I'm like, come on. So customer support is such an important experience. If you really don't get the right experience. It's not only about the experience itself, but it's about the brand of the company. It represents your company. And he can actually alter the perception of that company. So I can't understand why it's exciting for Rick to be part of streamlining and improving this experience. To foster better interactions between customers and support staff. Besides improving agent communications, copilot in dynamics three sixty five customer service, is helping support teams find the information they need to solve customer issues. That's the other beauty of AI. There is a reasoning engine that can come through all kinds of data, all those millions of knowledge articles internally and externally and make recommendations. Ric
Whereas before, we would have to connect dots or go to places or disparate areas of information And and even this this is this is what I think is a key value here. Even in areas we're not aware of or wouldn't necessarily be aware of to get answers to questions around process, or the right people or the insight that we need. Whereas now that co pilot has come along, really, all of that is being surfaced up to us in a single pane of glass view where that that information is at our fingertips now. We can all we have to do is ask a question or interact with a click or two. And now we get a robust amount of information that really sort of steeps us in the moment or tells us what we need to know instead of having to go out to all those disparate areas that we again may, I mean, aren't even aware of. So it's just a different world. Hayete
Rick is being kind when he calls them disparate areas. Prior to twenty twenty, the customer support and engineering teams were using sixteen different case management system and over five hundred individual tools. Now with all the information available, with just a few prompts, All that knowledge is served up to the agent in a single pane of glass. This is actually a big deal. Can you imagine thirty one percent increase in first call resolution. This is just huge, but even with streamlined data and demonstrable success, there are always skeptics. Ric
In this world, there are people who adapt, and they understand the advantage that something means to you and they learn how to leverage it. And those people will, I think, be very, very successful. Right? And there will be people who are reticent to adopt these technologies. And and eventually, there will be a delta between the output of those people that are adopters and are eager to learn and interact and understand how they can leverage tools like this there will be a delta in terms of of output for those folks versus those who maybe resist that kind of change. That's sort of a reality that we're dealing with, but at the same time, These things aren't gonna happen overnight. We have time to think about these things and and how we we're impacted and and maybe what this looks like tomorrow together. Community and people are the most important part of this equation because there's, you know, everybody's aware of of the sort of chatter out there about will this make will this changed the world. Oh my gosh. Are we heading down a path we shouldn't in? And I'm an optimist in that view, but I'm also a realist in the sense that I do believe in the future will change how people work or some people. Right? This is a revolution in how we're doing things. And so rightfully so, I think there's some anxiety in in in even within our own walls. And and I think with change this meaningful, there should be a little bit of of understanding and awareness of this represents for people. I can tell you this, though. Everything that we do and and this is really my area of of of sort of execution, and that is connecting the people through the process of evolution and making sure that people are along for the ride. They understand, and we actually sit down with them and they think about and dream about how their roles might change and what they may be doing differently tomorrow relative to what they do today. And again, going back the original point that I made a minute ago, we're all owners in this outcome within the walls of Microsoft. It's important to us that we get to where the puck is together rather than this being something that happens and change happens. And now we've all gotta react we're all along for the journey in expressing this and in figuring out what this looks like together. So, yes, there's anxiety. And I think, you know, that's that's to be expected. This is a big change for people. This is a wonderful moment. It's it's you know, I can't remember a time where it was as impactful. Maybe maybe the internet was the last big thing. Right? And before that, what was it? There are these there's moments in time where things will change. Hayete
The rollout of Dynamics three sixty five customer service and co pilot across Microsoft global support teams has not been a small feat. Across Ric
such a Hayete
large employee base, there is naturally some resistance, even for a technology company. Ric
We had some early, early feedback where one particular user felt so strongly about this when they were providing feedback in a written format that said, don't waste a dime on this. It's a I don't remember how phrased it, but it's basically this is a this is a waste of resources. And I think I I obviously can't speak for that person. But I I do think, you know, it's a natural reaction to where we're at at the very beginning, and we see certain outcomes and certain results to say Well, this doesn't work. One plus one isn't three. That doesn't make any sense. Absolutely true. But on the other side, I've I've flown around the world literally over the last, you know, a month and a half to talk to individuals who use co pilot. And it's either we're moving so fast. It's hard to articulate to people the change. Right? This, you know, this feature's been added. This is how you use it. It's that is that's a real problem is helping people keep up to speed on what it can do today versus what it did yesterday. And sort of sort of wrap all this up Early on legitimately, there was some anxiety and there was, you know, obviously that visceral reaction. But as we sort of share the message about how these things work and and we show this notion of community and how important it is in individuals and users to to be included in this and that their voices matter we're finding that people sort of very quickly move from apprehensive to dreaming about what it can do. And it's a really exciting state to be in. Hayete
And the thing is, you always wanna have those skeptics because they are the ones who give you the best feedback on how to improve the product. They're your toughest audience. And again, when you have skeptics, it's all about giving context and making them part of the equation, making them part of solving the problem. And in this case, that's what breaking teams are doing. They're explaining, they're answering questions so that people can feel comfortable embracing the technology. Ric
Everybody's running to the same space. Right? Everybody's trying to, you know, solve the problems. They're we all have somewhat similar problems with this technology, what it means. And so you know, we're very early on in understanding what the bottom line impact is, and we wanna be really careful about that because these this change represents, you know, it represents a a a number of different possibilities about what the outcomes could be And so do we have ways of measuring success? Yes. Absolutely. Do we have ways of measuring progress? Yes. Also, absolutely. Are we convinced that we know everything? No. We're not. Right? Today, we definitely can see a a a different Right? And and I'll just tell you this anecdotally. No doubt. We there was an MIT study that was published just a few months ago that showed that low tenured engineers and or agents really benefited from from an large language model interactions. And early on, we are also seeing that same pattern. We're seeing other patterns too, but I can absolutely echo that that is being recreated in our environment They're also more excited to adopt some of the features that maybe some of the more tenured people aren't. Another dimension of this problem is our senior people already know how to solve it a lot of the problems they're being asked. Right? So maybe they don't necessarily need a tool like Copilot to solve a technical problem but they're seeing advantages in, you know, again, helping author conversations and so on and so forth. And I just wanna be really clear there is always a human communicating with a customer. It's just maybe they're getting a little help with their wording. Right? So it it they're helping it's helping to be a little more, elegant the way that they speak. Hayete
The thing that is cool about co pilot, it's how it's helping support agents of all levels. Imagine you're the new guy, and you get to be helped. It brings up knowledge articles to you. It improves your communication skills to a customer. It helps you create your first drafts, is just pretty amazing to onboard a new person in the role. And if you're tenured, it's all about getting even more efficient. In your day to day job. And then spending the time on the more complex, maybe issues that you have to deal with and getting time back. Earlier we were talking about LLM and natural language, and that's the power. This capability of taking huge amounts of data quickly and then give recent answers and insights to the customer agent. But co pilot can benefit all agents by improving the entire workflow of solving cases. That super powered reasoning engine allows to detect patterns of cases, analyzes the faster pathway of knowledge articles to solve common customer issues and recommends that path that all agents can take in a scalable way. That is how you scale. That is how you get a massive thirty one percent increase in first call resolution. That idea that AI can help spread knowledge to everyone on how we serve customer. That is an idea that resonates with Rick and many of his team members. Ric
In terms of feedback from from my visits, I can tell you truthfully, you know, we work in a technology space, and and in support A lot of these folks are super bright. In fact, almost all of them are super bright. They wanna focus on technical challenges. They wanna think about hard things, and they're very excited to provide ideas about how their idea can help the the person next to them tomorrow. That is a core fundamental that I've always raised in my teams that I've that I've sort of looked over over the last few years. We we have a mantra, which is Don't just be thinking about your job today. Think about how what you're doing right now can be improved for a thousand people, ten thousand people, and how do we take those ideas? And they're really running with that. They're very excited to share their ideas. In terms of making a difference, I mean, I will not lie to you. People love the fact that they can get help with, you know, writing notes summaries and doing things like email, you know, creation, those are things that people generally don't love to do. Then then that gives them the ability to go focus on the hard part of the problem, which is what's broken or what does this customer need help with really? And, there's a lot of excitement about both of those things. Hayete
And you know, the interesting piece of co pilots in Dynamics three sixty five customer service is that beyond solving problems faster, it is just improving the satisfaction of the agents. And it's then allowing them to spend time on more complex issues or maybe investing in their learning. That is pretty powerful. And then if you think about it, customer agent is all about humans. It's about connecting with your customer. So when you have more time, you can be much better at it. AI can also help service agents tune in on their customers and how they're feeling and get on the same wavelength from an emotional perspective. Ric
As an engineer, We spend so much of our mental bandwidth solving technical problems. It takes a lot of energy also to make sure that you are nailing the right interaction level with your customers so that they know they're heard. Right? So if you and I are talking and you come through the drive through and I hand you the wrong soda pop or whatever it is, and you come back around and and you're angry, but maybe you're not sort of showing me that you're angry because just wasted some of your time. You need to get home and feed your pets or whatever it is you need to do. Like, that's a real problem in your life. Sometimes I won't catch that nuance. Right? I won't catch that body language. It's very much the same in that interaction for people, and and co pilot is helping us understand how someone feels and making sure that we are paying attention to you being angry because I gave you the wrong soda pop. And I think that's a huge advantage. I don't know that it's There is advantage, of course, to helping with, hey, make sure you're following this. This person's upset about this. Don't miss that. And so it helps us get into a frame of mind to make sure we're responding in a way that you need us to respond. A large language models have the ability to help us interpret, maybe sentiment in an email and help us catch things. Right? And those SIM principles apply. Those super savvy users that we've got are using and leveraging co pilot in a way that allows them to nail that interaction, right, and making sure that they understand exactly where that customer needs them to be in the conversation. And look, I have been on Paul's even recently, I had a flight cancelled, and my interaction with the support team was not excellent. And I know if they had had some level of large language model or co pilot. If they had some level of capability like that, it would have been a much smoother, and I maybe would have detected that that interaction was helped out. But in the end, The outcome was they met me where I needed to be, and maybe they didn't solve my problem immediately. But truthfully, we're all human beings, and we've been through this experience, and we just, you know, sometimes we just need people to hear us the right way and respond in the right way. And that's just such a key and critical component. And co pilot really helps us do that. Hayete
And as with all AI implementations, responsibility around security and adhering to a certain airtight standard crucial. Ric
There's two aspects of this, and that is the the security of customer data, and then making sure we're being responsible stewards with our implementation of AI. And I can tell you unequivocally, this is I'm I'm in calls all the time to make sure that we are we are hearing to the same standards that we have with our case information and our customer information. Is absolutely applied. And in fact, co pilot is a, you know, a sub component of dynamics, which is tool that we use. And so it is those same security protocols are applied to co pilot as a result. There's no variation from that whatsoever. In terms of responsible AI, we have we have boards of responsible AI that help guide us and make sure that our principles are not only grounded in the future and the right state, but that we're being inclusive, which frankly is a very valuable asset to us given how large and and and disperse Microsoft is capturing every one of those voices in in terms of of diversity helps us make sure we're representing our customers around the world. So that may be like a little bit of a, a slogan that I gave you or a marketing pitch, but the reality is it's absolutely true. And and, look, I work at Microsoft because I believe in its mission. And I when I go to work every single day, I feel good walking out of that door is a human being. In this world. And co pilot is a way for me to express that that, sort of, love for making sure that I'm making a better difference in the world. Hayete
Ric has been thinking a lot recently about factors to consider in leveraging AI for sustainable advantage. Any surface this concept of AI being a powerful multiplier of good, but also bad if companies aren't careful. It takes a lot of thoughtful, deliberate work to create new technology responsibly, but this work is crucial to avoid unintended negative impacts. Ric
I'll I'll give you two really great examples. AI does such a great job in in large language models. Let's just let's just click into that. Right? Because we're kind of talking about copilot here. It does a fantastic job of convincing you that it's correct. And for many different reasons, it's confidently incorrect sometimes. And that's that's a universal problem. With large language models. Right? You can go to, open AI and use the latest version of chat GPT, and there's even a disclaimer down at the bottom. Right? It says, hey, make sure you check your answer before you send this out. It's a multiplier in that we we have this expression in the recording industry as a musician. When you're recording a record, if the guitar doesn't sound great at the very beginning, You're not gonna make it sound great with any magical pixie dust at the end of that record. So we use this expression garbage in, garbage out. The abs it's absolutely an analog for for this world that we're in now. If you're ingesting knowledge or adjusting ingesting content that's incorrect or stale or just wrong for any reason, that will be served up as a potential source for an answer. What's interesting about this as a portage, and even in human decision making, when we are seeking out answers, we have a sort of checksum in every single piece of information that we're reviewing. And that I can say piece of information to solve this question, that's wrong. That's wrong. That's wrong. And ultimately, when we end up the answer that we feel is correct, We have a very high confidence that that answer is the right answer. If I'm an unsuspecting, unknowing engineer or agent, that kinda doesn't know this subject area and chat GPT or in this case, co pilot gives us an answer, and it's confidently incorrect. There is a risk. We'll take that. And we'll share that. And so it's an amplifier for both bad. In this instance, if we're not careful to tend to our garden and make sure what we're sending in to co pilot is the right stuff. An amplifier or a multiplier for good is where we can take a look at a business process that we have within our organization. When I need to hand your problem off to another engineer, you definitely don't wanna reexplain yourself. How many times have you lived with that problem? It's very frustrating. We we we recognize that that's a pain. Right? Because we live through that ourselves. And so what we're able to do is look at our process and say, for every one of these things, or for this process, for every time this happens, we can apply copilot to this scenario and solve this problem. We fixed that and we save x number of minutes and we get a more consistently great customer outcome because we don't have inconsistency there because now our product is helping us in one way, shape, or form. A co pilot is helping And so it's an amplifier in that for good and that we just need to solve the fundamental underlying process. We multiply that times the number of interactions, And now all of a sudden, look at us. You don't even know that that was, you know, there there maybe was a little bit AI help underneath the hood to help you get that experience. You didn't have to reexplain yourself. Hayete
For those in customer support industry like Rick, AI presents such an opportunity. This is really a moment where it feels like anything is possible. That we can achieve the kind of improvements in customer experience that they've dreamt about. Ric
As someone who's who is a support engineer at heart, I still sit down in that space of my mind, and I think about how the person on the other side is feeling this interaction with me, how am I solving the problem for them enough and getting to the answer that they need so that they can go about their life and, you know, live a better life after that, hopefully. And I know that if it's that profound. But, in this particular instance, I am most excited about the fact that we're at a time where literally anything as possible. And we're at this moment where we can profoundly help people. We can get to a place where we can do more. I think that, you know, it's just a question of what our dreams are our limitation, really, and being grounded in what's important in the world and what's important our employees and what's important for our customers is gonna get us to a place much faster where we can make more impact for them. We can give them better, more positive outcomes. And so You know, early on in technology, you were always sort of limited by these really big, heavy things that were immovable and these challenges that you had in between systems and so on and so forth. And very quickly, all of those sort of barriers responsibly, you know, they start to disappear and we can we can correlate and connect things that we couldn't do in a way before. And this this sort of moment really represents the opportunity to do so. So I I there are there will be a litany of features. I'm sure that'll blow everybody's mind, and that's all great. But to me, this really represents being able to make a difference for people in a more and more meaningful way. Hayete
I think Ric is right when he frames streamline. Better customer experience is something that makes people lives better because think about it. We've all had to interact with this customer support system. Sometimes they take hours, days, even weeks of wrangling to get to any resolution. And for me, I can tell you you add the French accent and he gets even more complicated. Ric
There's a line where every, you know, everybody's in sales. Right? If you're working in a business or you have a job, you're in sales in some way, shape, or form, and I I actually think everybody's in customer service. Yeah. So we we all have to deal with this problem in one way, shape, or form. There's this we always joke. Nobody calls customer service and support because there's days going awesome. Like, we're not under any illusions. You know, I'm just gonna call me up one day and just say, hey, Rick. I'm having a fantastic day. Just wanted to check-in with you. But we and so knowing that, you know, how how can we make sure we get you to that state where you are having a fantastic day faster because we're less of a consideration, and we frankly help you solve and move on. Right? That's that's what we're hoping for. Hayete
Ric Spirit, enthusiasm, and energy for helping our customers, our internal teams is just infectious. Ric
We all carry around this sort of imagination. Right? And and innately, we're all human beings, and we're all creative. And and we all wanna connect these technical dots all the time because that's that's who we are. Right? It's just a natural human inclination to do that. And so to to say that this is something that's unique to me, I don't believe that. And, of course, anywhere, but I am very passionate about figuring out how to not have to do something twice and moreover not have to have a customer experience something twice. Right? And to me, that is, you know, bit by bit one by one, two by two, I I can't tell you, anything more in in my work life. There are things outside of my work life. Of course, it that that really filled void, but In my work life, there's nothing more that fills me more up than figuring out how to prevent something from happening twice. And I am super passionate about making sure that we can stop something from happening again. On the anxiety front, I do think it's important to recognize that this anxiety, it's it's it's not bad. If people are experiencing it and thinking about it, it's natural to feel that way, again, because because of the changes technology we're not gonna wake up tomorrow, and, you know, the whole world is gonna be totally different. You know, things change with, you know, an increasing velocity. No doubt, but In the end, at at least within Microsoft's walls, I can tell you unequivocally. It is fundamental to our approach to how we're we're deploying copilot to make sure that our community is connected to the outcomes. And where we are headed with this business because we are all owners in this outcome. And and, frankly, together, we are going to create a better product and a better experience for our customers. And so to me, that is a fundamental thing that is just critically important for people to hear. AI is important. But the people are as important as the solution. Hayete
I think this story is a great example of how you take technology. And just try to embrace it and go at scale and learn along the way. And you can see through the Eric Ricks comment that it's always some kind of the same pattern. You start with the idea, you roll it out, you have the skeptics, But if you can provide context and show people how it's valuable to them, you can make progress. And think about it. It's Microsoft. Microsoft or Microsoft with technology people, and even us, we have skeptics, we have to go convince them I think it's a great example. It shows you that, yes, there are possibilities, but it is hard to get an embrace at scale. And you have to invest in it. You have to think about being responsible. You have to think about how you help the skeptics because you can't make it. Without everybody embracing it. Thank you for listening to pivotal. I'd love to hear your story in your pivotal moments. Don't hesitate to follow me and share on LinkedIn. Auto's information is also available in the show notes. Our show is produced by Larj Media. That's Larj Media. Special thanks to Lynn Yang and our partners at WE Communications. 
