What happens when Microsoft becomes its own test case for AI?In this episode of Scaling with AI, Alex Bacon speaks with George Pearson, Portfolio Lead for Global Partner Support at Microsoft, about the Customer Zero initiative – the internal deployment of Copilot across Microsoft’s vast support organisation.George reveals how Microsoft used Copilot to transform operations spanning 92 contact centres, tens of thousands of engineers, and over a billion customers. He shares what it really took to modernise global customer service: from consolidating 16 CRM systems into one, to cutting admin time and increasing first-call resolution by 31%.You’ll learn why Copilot is more than a writing assistant, how “thoughtful deployment” avoids the rubbish in, rubbish out trap, and why human feedback from engineers proved crucial to success.If you lead a business exploring AI adoption, this conversation offers a blueprint for scaling AI that boosts both customer experience and employee satisfaction.Listen now to learn how Microsoft made AI work in the real world.

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