Joy Grech Fleri Soler
Techno-Functional Consultant - KPMG, Microsoft Business Solutions
Smarter Servicing: AI-Enhanced Facilitation of Customer Servicing in Dynamics 365
Artificial Intelligence is reshaping how organisations connect with their customers. This session explores how Dynamics Customer Service harnesses AI to enhance every contact point - from calls and chatbots to portals and field service. Learn how intelligent chatbots can manage routine queries, while AI-assisted calls deliver faster, more accurate resolutions. Discover how seamless integration with customer portals creates smoother digital journeys, and how field service teams benefit from real-time, AI-driven insights.
A key focus will be on customer surveys-flexible, customer-centric tools that are easily configurable and provide immediate data on customer satisfaction. By unifying these elements, businesses can move beyond isolated touchpoints towards a holistic, AI-powered service ecosystem that is proactive, efficient, and tailored to the customer.
This talk is designed for professionals across industries seeking to elevate their customer experience strategy with intelligent automation and actionable insights.
About Joy ...
Being immersed in the world of Technology and AI from a young age, Joy brings infectious energy to every team she joins, combining a bubbly personality with a deep passion for learning and sharing technical knowledge. She has successfully delivered large Transformation projects spanning the Banking and Real Estate Industries.
Joy thrives in dynamic, collaborative environments where ideas flow freely, and solutions are co-created to drive meaningful impact. Whether she is leading a discussion, mentoring peers or developing strategic solutions, Joy is driven by a commitment to make technology accessible, useful and empowering to all.