Customer Service Insights with Tessa Kloster

Tessa Kloster

Episode 78: Markus Erlandsson talks to Tessa Kloster from Microsoft, Tessa starts by explaining what the product does on a high level, then continue to describe what AI-driven topic clustering is and how you can influence that. Then the discussion goes into Customer Satisfaction Score and how that is used. Tessa then explains the KPI dashboard and how you can use that to then drill through to your data. Then Tessa explains that it’s available in all regions and can work with English data, where to find it, what is the licensing model and the road map for the future.


Group Program Manager for Dynamics 365 Customer Service Insights, been in the group that is now called business applications in the last seven years.


Dynamics 365 AI with Nick Fratello

Episode 73: Markus Erlandsson talks to Nick Fratello from Microsoft about Dynamics 365 AI. Where Nick explains what Ai within Dynamics 365 is and how you can use AI to work smarter. Nick goes through the AI for Sales and what Relationship analytics, Predictive lead scoring, Predictive opportunity scoring, Notes analysis, Talking points, Who-knows-whom is all about.


Nick Fratello has 20+ years of experience in technology-enabled services, sales operations, and business management within successful IPO startups and Fortune 100 technology companies. He has lead business development, technology delivery, and client engagement functions in complex sales environments at StorageNetworks