In this episode, Bryan Goode, Corporate Vice President, Microsoft, speaks with Dr. Tasos Lazarides, Director of Digital Transformation, IITS at California State University San Marcos, for an inside look at how AI is transforming student support and engagement across the university. Tune in to learn:
• How CSUSM unified student data across departments to create a single, end‑to‑end view of each student • Building a 24/7, omnichannel support model that meets students where they are—across voice, chat, and messaging • Using AI agents to scale personalized support while keeping humans at the center of every interaction • How a human‑first approach to AI is helping improve student outcomes, engagement, and access to support at scale Learn more about Microsoft AI solutions: https://msft.it/6055vUHdz
Learn more about Dynamics 365 Contact Center: https://msft.it/6056vUHdM
Follow Bryan Goode on LinkedIn: https://msft.it/6057vUHd3
Follow Tasos Lazarides on LinkedIn: https://msft.it/6058vUHdO
Want to learn more?
View more of AI in Action here: https://msft.it/6059vUHdP #Microsoft #MicrosoftDynamics365 #AIinAction https://www.youtube.com/watch?v=zeLSQG6yNRU

AI agents for customer service in Dynamics 365—how do they actually work, and how do they drive real business outcomes? This isn’t a sizzle video. It’s a practical deep dive into AI-powered service agents in Dynamics 365 Customer Service, with clear guidance on how to apply them in your organization. Hear directly from our engineering experts as they break down each agent, share best practices, and show how you can get started today:
• Customer Intent Agent
• Knowledge Management Agent
• Case Management Agent
• Quality Evaluation Agent If you're looking to move beyond the hype and understand how to use agentic AI to improve service performance, this session gives you the insights to take action. Learn more: https://msft.it/6057vX4Ez #CustomerService #AgenticCRM #MicrosoftDynamics365 https://www.youtube.com/watch?v=oQRU4ZjweWs

Steve Mordue joins us to talk about the AI landscape that SMBs are facing today and how that led to his team's launch of a new AI offering, RapidClaw, an OpenClaw-based agent framework that made it to market before the reveal of Microsoft's latest autonomous offering category, Autopilot, and the first of its agents, called Scout. Steve explains how he has made sense of some of the big choices today in the enterprise IT space like pre-built services from hyperscalers, the rise of AI agents, different user interface options, and a variety of billing models. He also explains how his team made some of their decisions, like the use of OpenClaw as an agent harness that each organization can host with full control. We also discuss how Steve sees AI costs shifting, some of the qualities of effective agents, and the importance of natural language-driven interfaces. Show notes: 6:45 – How are customers should be calibrating their AI priorities vs what many are doing so far 9:50 – Copilot Studio and Power Automate co-existing 4:30 – Boring successes 24:00 – How costs are shaking out for clients 30:15 – How partner billing will change with AI 34:00 – Are we moving away from user-based license model, and what does that mean for partners https://www.youtube.com/watch?v=YSd6DKj8JFs