Crafting Superior User Experiences with PCF and AI Copilots with Carl de Souza
FULL SHOW NOTES
https://podcast.nz365guy.com/623
Microsoft's Carl de Souza, a FastTrack Senior Solution Architect, joins us to share his passion for life beyond the office. We explore Carl's journey, spotlighting his deep love for food, family, and travel adventures to unique places like Mostar, Bosnia and Herzegovina. Carl reveals his secrets to balancing a dynamic career with an adventurous personal life, and how his portfolio website serves as a testament to his ongoing professional growth and technical expertise.
Shifting gears, we explore the transformative world of Contact Center as a Service (CCaaS) and its cutting-edge integration with AI technologies. Discover how Microsoft's strategic evolution from a comprehensive Digital Contact Center Platform to more modular offerings like AI-driven sentiment analysis and voice recognition is reshaping digital contact centers. We also highlight the monumental impact of Microsoft's acquisition of Nuance, particularly in revolutionizing the medical field with advanced voice recognition.
Finally, we delve into the cutting-edge PowerApps Component Framework (PCF) and its game-changing role in app development within the Microsoft ecosystem. Uncover how thoughtful software design with PCF controls can dramatically enhance user experience, offering superior customization compared to traditional web resources. Our discussion also highlights the rapidly evolving landscape of AI co-pilots, noting the importance of a seamless interface that simplifies interactions with multiple AI applications, paving the way for a more intuitive and efficient future in business technology.
90 Day Mentoring Challenge 10% off code use MBAP at checkout https://ako.nz365guy.com
If you want to get in touch with me, you can message me here on Linkedin.
Thanks for listening 🚀 - Mark Smith
Chapters
00:01 - Innovating With AI and Portfolio Development
11:50 - Evolution of CCaaS and AI Integration
23:35 - Enhancing UI Experience With PCF Controls
30:13 - Navigating AI Applications in Business
Transcript
WEBVTT
00:00:01.826 --> 00:00:06.589
Welcome to the Co-Pilot Show, where I interview Microsoft staff innovating with AI.
00:00:06.589 --> 00:00:12.910
I hope you will find this podcast educational and inspire you to do more with this great technology.
00:00:12.910 --> 00:00:15.887
Now let's get on with the show.
00:00:15.887 --> 00:00:24.288
In this episode, we're going to focus on FastTrack and the distinction between the Co-Pilots, because there are so many of them these days.
00:00:24.288 --> 00:00:34.387
We might touch on a few things like PCF controls and even contact center as a service, but today's guest is from Miami, florida in the United States.
00:00:34.387 --> 00:00:38.119
He works at Microsoft as a fast track senior solution architect.
00:00:38.119 --> 00:00:43.387
He's been an MVP, so he's one of those ones that went blue badge, joined the mothership.
00:00:43.387 --> 00:00:52.307
As we say, he's a Microsoft MVP and creator of a leading blog on the Microsoft Power platform with over 1 million visitors a year.
00:00:52.307 --> 00:00:55.149
In his spare time, he loves taking photography.
00:00:55.149 --> 00:01:04.132
He actually has a whole dedicated site towards photography, which we will discuss as well Assembling amateur videos and spending time in the kitchen perfecting new recipes.
00:01:04.132 --> 00:01:08.090
You can find links to his bio and socials in the show notes for this episode.
00:01:08.090 --> 00:01:09.111
Welcome to the show, arl.
00:01:09.819 --> 00:01:11.346
Hi Mark, Thank you so much for having me here.
00:01:12.099 --> 00:01:13.022
Good to have you on the show.
00:01:13.022 --> 00:01:16.893
I just find you, as I discussed off air, so intriguing.
00:01:16.893 --> 00:01:27.805
So many of the concepts that I believe you're ahead of your time with, particularly around how you present yourself online Before we get started food, family and fun what do they mean to you?
00:01:28.245 --> 00:01:30.231
Those are one of my three favorite topics, really.
00:01:30.231 --> 00:01:34.787
So food I'm a big foodie, actually my wife and I.
00:01:34.787 --> 00:01:42.671
Every weekend we make it a habit to go to a new restaurant somewhere and we'll drive or fly as far as we need to try different food.
00:01:42.671 --> 00:01:46.129
We take our foodie experiences very seriously.
00:01:46.129 --> 00:01:48.103
That's a topic that I love.
00:01:48.103 --> 00:01:50.090
Family was the other one I think you mentioned.
00:01:50.510 --> 00:01:50.691
Yeah.
00:01:50.879 --> 00:01:54.852
Yeah, I got a four-year-old toddler so he takes up all my time.
00:01:54.852 --> 00:02:02.591
It's just amazing that I actually have any capacity to do anything after I interact with him, but he does energize me as well.
00:02:02.591 --> 00:02:08.645
And fun, you said, right, really, travel is that's probably my biggest passion.
00:02:08.645 --> 00:02:12.173
I try to do several trips a year if I can.
00:02:12.173 --> 00:02:23.330
That is not work related, you know, and kind of lucky because where we live in the world is close to a lot of countries, right, so we get to have a lot of opportunities.
00:02:23.330 --> 00:02:24.932
Yeah, so that's those three.
00:02:26.460 --> 00:02:27.643
That's epic Interesting what you said about travel.
00:02:27.643 --> 00:02:28.645
Travel it's not work related.
00:02:28.645 --> 00:02:33.728
So for years, you know, I've always had a career that's involved a lot of travel all over the world.
00:02:33.728 --> 00:02:56.174
It takes me I just booked flights yesterday when I say I, my wife booked my flights yesterday to go to vancouver in March next year and then drive down, probably with Carl Cookie in the UK, drive down from the Power Platform Summit in Vancouver to the MVP Summit then in Redmond.
00:02:56.960 --> 00:03:04.645
And we worked out a long time ago that to mix work and pleasure on travel, it doesn't really mix.
00:03:04.645 --> 00:03:06.286
To mix work and pleasure on travel, it doesn't really mix.
00:03:06.286 --> 00:03:10.088
And fundamentally your mindset is in two different spaces.
00:03:10.088 --> 00:03:13.770
And so she used to go oh, I want to go to MVP Summit.
00:03:13.770 --> 00:03:14.731
Well, you're at MVP Summit.
00:03:14.731 --> 00:03:21.597
She came once and said I'll never do that again, Like that was not for me, right.
00:03:21.597 --> 00:03:23.557
And so I go to conferences and stuff.
00:03:23.557 --> 00:03:24.842
She doesn't come.
00:03:24.842 --> 00:03:28.912
And what we've worked out when we travel, we want to travel and we don't want to think about work.
00:03:28.912 --> 00:03:30.406
We want to really enjoy that.
00:03:30.406 --> 00:03:37.788
And I noticed in your portfolio, your photography, that you've been to Mosta and we've been to Mosta.
00:03:37.788 --> 00:03:39.521
What were your thoughts of the place?
00:03:40.062 --> 00:03:40.683
It was beautiful.
00:03:40.683 --> 00:03:45.210
You know, we were actually in Croatia, in Dubrovnik, on that trip.
00:03:45.210 --> 00:03:47.193
Same, yeah, okay, right.
00:03:47.193 --> 00:03:53.847
So we did a little day trip Nice, the border went down to Mostar and, you know, fascinating place.
00:03:53.847 --> 00:03:56.609
A lot of stuff has happened in that place, let's say right.
00:03:56.609 --> 00:04:01.443
So you kind of feel that when you're walking around, we were there, maybe about it was probably like 12 years ago.
00:04:01.443 --> 00:04:03.985
I'm going to say, okay, there, maybe about it was probably like 12 years ago.
00:04:03.985 --> 00:04:06.248
I'm going to say Okay, but we loved it.
00:04:06.248 --> 00:04:10.433
You know, and every time I go to a country, I feel like I need to see more of it.
00:04:10.433 --> 00:04:21.927
And you know, and I know like Sarajevo, for example, the capital, has a lot to see, apparently as well, I feel like I scratched the surface with Mostar, but I really loved it.
00:04:21.927 --> 00:04:25.293
It's probably, I think, from what I've heard, it's one of the most beautiful cities in that country.
00:04:25.312 --> 00:04:30.091
Yeah, and, of course, the bridge is absolutely famous in the center of that.
00:04:30.091 --> 00:04:34.966
We stayed for a month in Croatia, in Dubrovnik, and then we did day trips in there.
00:04:34.966 --> 00:04:42.704
We went down to Montenegro and various day trips, which were all done by the Airbnb, our host.
00:04:42.704 --> 00:04:51.942
At the Airbnb, he would then hire himself out as a tour guide for a day at a time, and so it was just amazing.
00:04:51.942 --> 00:05:07.314
Before we jump into the topics we're discussing in your role in Microsoft, one of the things that has impressed me with your body of work over your career is that it's documented.
00:05:07.314 --> 00:05:08.779
Your body of work over your career is that it's documented.
00:05:08.779 --> 00:05:25.550
And one concept that's been gnawing at me for the last 12 months and that I want to create some content around to help people is the concept of a portfolio website and a portfolio website being more than just a blog where you are going to write on some piece of tech whether that be AI, copilot Power Platform, dynamics 365, m365,.
00:05:25.550 --> 00:05:30.012
You know are going to write on some piece of tech, you know, whether that be AI, copilot Power Platform, dynamics 365, m365, or Azure.
00:05:30.012 --> 00:05:34.182
You know it's more about what I liked when I saw your website.
00:05:34.182 --> 00:05:37.369
It has an historic timeline to it.
00:05:37.369 --> 00:05:39.814
It shows your journey of learning.
00:05:39.814 --> 00:05:44.569
It shows your kind of like, your certification, how your career changed.
00:05:44.569 --> 00:05:50.750
All that is just documented there and I assume it wasn't necessarily a retrospective documentation, it was.
00:05:50.990 --> 00:06:22.982
As it's happened, you've continued to build out this portfolio and, just as last week I was with the country provider for New Zealand for the nz domain space and I was in a consultation process with them around changes to the constitution for the country et cetera in that space, and one of the things that came out is that there is an uptick that they're noticing in people buying domain names where that had died for quite a bit with social media, cause everyone's like no, I just do social media and that's how I get my audience and stuff.
00:06:22.982 --> 00:06:25.146
And, of course, you don't own that.
00:06:25.146 --> 00:06:26.209
Somebody else owns it.
00:06:26.209 --> 00:06:28.653
It's on their platform, you're by their rules.
00:06:28.653 --> 00:06:30.627
If they're giving it to you, you're free.
00:06:30.627 --> 00:06:32.437
You're the product they're selling you.
00:06:32.437 --> 00:06:34.543
They're selling your data, that type of thing, right.
00:06:35.125 --> 00:06:48.985
And so there's been the swing that they've noticed from the domain names types et cetera that have been purchased is people going back to hey, I need my digital place in the world that I own.
00:06:48.985 --> 00:07:01.560
That has not got advertising all over it, the data has not been sold, but it is my digital footprint online that if people are researching me or wanting to engage with me, they know about and I loved on your website.
00:07:01.560 --> 00:07:09.516
Whether it be a certification, whether it's upcoming speaking engagements, past speaking engagements, code feedback, it's all there.
00:07:09.516 --> 00:07:16.661
You get this smorgasbord and I'm actually going to do a presentation on Friday this week and I'm going to use you as an example.
00:07:16.661 --> 00:07:18.485
What was your thinking behind it?
00:07:19.067 --> 00:07:20.630
You know, it kind of evolved over time.
00:07:20.630 --> 00:07:27.225
I guess the reason I created the website initially was I was building something I think it was in Azure or something like that.
00:07:27.225 --> 00:07:33.851
Maybe it was dynamics related and there was no steps online that went through the process and I thought, you know what, let me capture this.
00:07:33.851 --> 00:07:38.329
And there's probably someone out there that is going through the same thing, right.
00:07:38.329 --> 00:07:46.923
And then it kind of evolved more to where, when I would run into problems, you know, I'd spend like days figuring out something that wouldn't work, right.
00:07:46.923 --> 00:07:54.791
And then suddenly I'd get the answer and I'd say, okay, I'm going to post this out there because there's at least one person that's having the same problem, right.
00:07:54.791 --> 00:07:57.149
And then it just kind of built from there.
00:07:57.531 --> 00:08:05.641
And it's funny because when you start and you see the traffic coming in, you're, you know, you're kind of like preaching to about 100 people in the entire world, right.
00:08:05.641 --> 00:08:11.762
And then the numbers go up and you say okay, like yes, there's a lot of people out there that are going through the same thing.
00:08:11.762 --> 00:08:12.565
That I am right.
00:08:12.565 --> 00:08:23.685
And then, when you start to build as a portfolio, it just, I think, you know, very naturally it happens because you'll do something like speaking and you'll say, okay, well, I want to share that, right.
00:08:23.685 --> 00:08:30.394
A lot of this is really naturally about sharing, sharing information, sharing about yourself as well.
00:08:30.394 --> 00:08:43.313
That's an interesting one, because not everyone's very open about sharing and some people are over-sharers, right, and so that's kind of how the site evolved to where it is today.
00:08:44.321 --> 00:08:45.663
Yeah, I love it, I love it.
00:08:45.663 --> 00:08:57.030
I feel like I know you by being there right and then going over to your YouTube channel and seeing your videos there and I love it Very holistic and obviously you got a lot of traffic.
00:08:57.030 --> 00:08:57.375
What made you go?
00:08:57.375 --> 00:08:57.639
Blue Badge.
00:08:58.320 --> 00:08:59.740
I'd been wanting to do it for a while.
00:08:59.740 --> 00:09:13.769
It's funny because when I was at university, in my final year of my degree, we had to do an industry project somewhere and they basically put everyone's name into a hat and they said, okay, who's going to?
00:09:13.769 --> 00:09:17.331
And they just named a company, right, and they just started pulling people out.
00:09:17.331 --> 00:09:19.333
Okay, these four people are going to this company.
00:09:19.333 --> 00:09:22.255
Then they said, okay, microsoft, let's see who's going to Microsoft.
00:09:22.255 --> 00:09:23.655
And they pulled out my name.
00:09:23.655 --> 00:09:26.077
So I was one of the people, right, one of the four right.
00:09:26.941 --> 00:09:32.452
So I did this project at university where I was working with Microsoft Research for a year.
00:09:32.452 --> 00:09:34.985
We weren't there every day, we'd just go in every now and then.
00:09:34.985 --> 00:09:40.032
But that was sort of, you know, my career almost started that way, if you think about it, you know.
00:09:40.032 --> 00:09:49.308
And then I went into the dynamics world, actually, yeah, so Great Plains, great Plains, software and that was before Microsoft bought Great Plains.
00:09:49.308 --> 00:09:52.509
But they had such a tight relationship that it was no surprise to anyone.
00:09:52.509 --> 00:10:00.145
And then over the years, yeah, I just worked with so many different Microsoft technologies in different capacities, so it felt pretty natural.
00:10:00.145 --> 00:10:04.451
At some point it was always in the back of my mind like I'd love to work for this company properly.
00:10:04.451 --> 00:10:13.955
There's a lot that I could contribute, I thought, and so I just, you know, got an opportunity recently and I had to take it basically, yeah, yeah.
00:10:14.135 --> 00:10:20.672
And I always say and the outcome is in hindsight, yes, would you still take the same opportunity?
00:10:20.672 --> 00:10:22.140
If you're, how many months in?
00:10:22.140 --> 00:10:25.147
Are you now Nearly six, okay, so six months in?
00:10:25.147 --> 00:10:28.234
Yep, if you were faced today with taking the job, would you take it?
00:10:28.234 --> 00:10:31.168
Yeah, for sure, yeah, awesome, awesome.
00:10:31.168 --> 00:10:34.980
I think always a three-month test is even when you hire staff.
00:10:34.980 --> 00:10:37.106
I always go in three months after hiring someone.
00:10:37.106 --> 00:10:38.009
Would I still hire them?
00:10:38.009 --> 00:10:38.370
Now?
00:10:38.370 --> 00:10:48.504
I know what I know and the key thing is, of course, if the answer's no, you need to get rid of them as quick as possible, because you know, I always say a problem never gets better with time.
00:10:49.066 --> 00:10:49.885
It only gets worse.
00:10:49.885 --> 00:10:51.687
Tell me about FastTrack.
00:10:51.687 --> 00:10:54.629
When you talk about FastTrack, what's top of mind for you?
00:10:55.229 --> 00:10:59.831
So FastTrack is an interesting one, because the name doesn't almost reflect what we do.
00:10:59.831 --> 00:11:05.014
I like to think of this more as like product advisory group, something like that, you know.
00:11:05.014 --> 00:11:11.837
So we're really advising customers and partners like how to ensure their implementations go smoothly.
00:11:11.837 --> 00:11:18.245
That's kind of the key, and there could be many different ways to make that happen, but our job is to make that happen.
00:11:19.229 --> 00:11:22.849
I like that and do you focus only on power or on Dynamics?
00:11:23.269 --> 00:11:26.080
So yes, and do you focus only on power or on dynamics?
00:11:26.080 --> 00:11:33.320
So yes, my team that I'm on, we are the like part of the we're the customer service dynamics 365 team customer service and field service yeah, both of those yeah.
00:11:33.919 --> 00:11:37.504
And so is this how the contact center as a service comes into the mix as well.
00:11:38.125 --> 00:11:40.908
It does Right, exactly, yep, that's our team.
00:11:41.369 --> 00:11:41.990
Yeah, gotcha.
00:11:41.990 --> 00:11:43.131
So tell me, you know.
00:11:43.131 --> 00:11:50.581
Let's just touch on that for a second because I'm saving the good stuff for last, which is I want to get into the co-pilot stories Now.
00:11:50.581 --> 00:12:07.254
Contact Center as a Service is 2024's flavor of last year's DCCP story and I could go back 17 years of iterations because I have a slide, because I've done a lot of work in pre-sales in this space.
00:12:07.254 --> 00:12:12.586
And going right back to there was a customer framework way back in the day.
00:12:12.586 --> 00:12:18.373
Cca was another, there was an accelerator and there's this whole timeline.
00:12:18.673 --> 00:12:26.822
You know, back in the day, you know the whole this concept of single sign-on, unified interface for contact center staff.
00:12:26.822 --> 00:12:28.269
And does it matter?
00:12:28.269 --> 00:12:32.764
If you're in, you know, whatever the legacy systems, you've got everything at your fingertips.
00:12:32.764 --> 00:12:40.438
If you're in five different, you know you work for an insurer that has five different product lines that have come about because of acquisitions and you've kept all those bits of software.
00:12:40.438 --> 00:12:41.669
Not a problem, right?
00:12:41.669 --> 00:12:42.413
Single interface.
00:12:42.413 --> 00:12:44.999
Now the contact center as a service.
00:12:45.038 --> 00:12:57.836
I find it interesting that the doubling down is happening this year because I felt that DCCP came out and then Copilot kicked its ass and it became everything went to AI kind of story.
00:12:57.836 --> 00:13:07.456
Yet of course, the whole contact center as a service has a massive AI component to it and providing, you know, much better customer experience.
00:13:07.456 --> 00:13:13.717
And about a year and a half ago I talked to the team in Israel that this is it must have been two years ago.
00:13:13.717 --> 00:13:17.532
They had 14 different AIs running in the contact center.
00:13:17.532 --> 00:13:22.041
That was all pre-genitor of AI running in the contact center.
00:13:22.041 --> 00:13:22.982
That was all pre-genitor of AI.
00:13:22.982 --> 00:13:29.532
So, whether it was sentiment analysis, whether it was, did somebody use a word in the conversation just now that was from another language and that was a nuance?
00:13:29.532 --> 00:13:32.475
They're bilingual and they switched context slightly.
00:13:32.475 --> 00:13:40.534
A whole range of things and, of course, transcripting in real time, searching for knowledge-based articles, et cetera.
00:13:40.534 --> 00:13:49.015
Tell us about how do you pitch or how do you talk to customers in this world of content center as a service.
00:13:50.004 --> 00:13:56.683
So I think the key thing here really is to understand how we got to CCaaS and what it means.
00:13:56.683 --> 00:13:56.965
Right?
00:13:56.965 --> 00:14:01.508
So you mentioned the digital contact center as a platform.
00:14:01.508 --> 00:14:07.032
Right, DCCP, and that's really Microsoft doing everything when it comes to a contact center.
00:14:07.032 --> 00:14:12.991
So it basically means, like so Microsoft has all these different channels that can be supported, right?
00:14:12.991 --> 00:14:22.734
So, whether you're talking about chat channels, voice, social email, SMS, that sort of thing, right, All these different ways a customer can reach your organization.
00:14:22.734 --> 00:14:23.196
Right?
00:14:23.196 --> 00:14:24.791
So that's the first part.
00:14:24.791 --> 00:14:36.191
Then you go into the next level down, which is self-service Having an issue that a customer has being able to be resolved before you get to speak to an agent, right?
00:14:36.849 --> 00:14:38.264
So there's tools all around that, so deflection.
00:14:38.985 --> 00:14:42.044
Yeah, basically right, exactly, yep, Yep, right.
00:14:42.044 --> 00:14:42.706
So there's tools all around that.
00:14:42.706 --> 00:14:43.489
Yeah, basically right, exactly, yep, yep.
00:14:43.489 --> 00:14:48.749
And then you go into the routing that happens to make sure that conversation gets to the right agent so that they're able to resolve the issue quickly.
00:14:48.749 --> 00:14:51.075
Okay, so there's intelligence around that.
00:14:51.075 --> 00:14:53.988
That's part of the digital contact center platform as well.
00:14:53.988 --> 00:15:21.130
Then you get into the agent experience so and you mentioned co-pilots so being able to resolve issues very quickly using Gen AI, also being able to just see, have like a 360 degree view of the customer information, and you mentioned some other things earlier, right, about summarization and sentiment and things like that and then the supervisor experience, so being able to look at all of this, right, so that's kind of the digital context in a platform.
00:15:22.153 --> 00:15:30.770
What Microsoft did is, if you think about customer service, workspace and the Microsoft had all these things tightly coupled together.
00:15:30.770 --> 00:15:33.096
Okay, so that was kind of customer service.
00:15:33.096 --> 00:15:51.118
When you think of, so someone in, if a customer installed omni channel, for example, they would be able to set up a voice channel and a chat channel and it would all work very well together on the Microsoft platform, the differentiator now with CCaaS contact center as a service is Microsoft is basically saying you know what.
00:15:51.118 --> 00:15:53.921
You don't need to do all of those things that I just mentioned.
00:15:55.003 --> 00:16:02.298
What you can do is like oh, if you like conversational IVR, for example, why don't you just go ahead and use that?
00:16:02.298 --> 00:16:07.457
We'll give you that little piece of our platform and you can plug it into the platform that you already use.
00:16:07.457 --> 00:16:15.620
So if you're using Salesforce and you're using some other third party voice channel, then you can keep all of that.
00:16:15.620 --> 00:16:18.048
You could just take a little piece of ours, like the IVR.
00:16:18.048 --> 00:16:26.580
Or you could, for example, use Copilot our Copilot and embed that in Salesforce and just have the agents use it that way.
00:16:26.580 --> 00:16:28.768
Right, yeah, so it's all about the.
00:16:28.768 --> 00:16:30.134
It's just taking these pieces.
00:16:30.134 --> 00:16:33.775
So Microsoft decoupled what was one platform.
00:16:33.775 --> 00:16:40.162
They split into these different components and they've allowed customer to an organization to.
00:16:40.162 --> 00:16:45.234
You know, microsoft phrases it as meeting the customer where they are at now yep, you know.
00:16:45.533 --> 00:16:54.346
Okay, that's interesting because it's kind of like let's make a platform all in and then now let's break it into its parts and take what you want eat.
00:16:54.346 --> 00:16:57.192
So here's a smoker's board, but you put on your plate what you want.
00:16:57.192 --> 00:17:03.956
Interesting, I hear a couple of things, and if you're not knowledgeable about these, no problem, as in if it's not yours.
00:17:03.956 --> 00:17:13.511
So you know, nuance was purchased about two years ago and Nuance was you know my understanding of how I look as an external person looking at it.
00:17:13.511 --> 00:17:17.928
It was purchased because they had some great IP in the medical space.
00:17:17.928 --> 00:17:38.497
They also had NaturallySpeak from Zero Dot back in the 80s right, which was this whole concept of using voice to type and that type of thing, which of course, then became a patient note taker when I was demoing it, just after the acquisition, I was demoing things like hey, listen, we'll call in and we'll do our biometrics on the voice That'll.
00:17:38.497 --> 00:17:40.269
You know that's a two minute process.
00:17:40.269 --> 00:17:44.941
In a standard contact center scenario we can wipe that out to sub 30 seconds.
00:17:45.643 --> 00:18:03.431
My understanding that's been being deprioritized now from microsoft and because in the world of ai it is getting so good to even get around biometric voice prints that the confidence level is not such that you'd want to put your reputation on it anymore.
00:18:03.431 --> 00:18:05.673
And I find it very interesting.
00:18:05.673 --> 00:18:08.755
You know I've done over 600 podcasts seven years.
00:18:08.755 --> 00:18:20.477
My voice print is 100% out there, right, and anybody could sample as much or as little of that and I reckon really you would be convinced that whatever was being said was me.
00:18:20.477 --> 00:18:23.709
Of that, and I reckon really you would be convinced that whatever was being said was me.
00:18:23.709 --> 00:18:27.758
And of course, from a cyber crime perspective, that's a particular vector that they could choose to exploit.
00:18:27.758 --> 00:18:38.972
Are you seeing more and I'm going to go back to the nuance more of the nuance acquisition come into the tool set, or is it as nuanced, not even part of the mix anymore, as in nobody's talking about it.
00:18:38.972 --> 00:18:42.900
It's fully been embedded and ingested into the Microsoft machine.
00:18:44.709 --> 00:18:45.371
So kind of both.
00:18:45.371 --> 00:18:47.172
Right, so it has been ingested.
00:18:47.172 --> 00:18:51.891
So when you think about biometric authentication, right so Nuance has a commercial.
00:18:51.891 --> 00:18:59.333
I don't know if you've seen it, but there's a guy that calls his bank and the bank says can you tell me your third grade math teacher's name?
00:18:59.333 --> 00:18:59.815
Right?
00:18:59.904 --> 00:19:03.992
It's an authentication mechanism and he has no idea, he can't remember it, right?
00:19:03.992 --> 00:19:20.079
And there's another guy walking in the background and he says the words my voice is my authentication, and then Nuance is in the background and Nuance recognizes that phrase, recognizes this person and authenticates him just through that expression, right?
00:19:20.079 --> 00:19:23.094
So I think it's a bit of an arms race, right?
00:19:23.094 --> 00:19:27.797
You know, trying to stay at one technology, trying to stay ahead of the other Right A hundred percent.
00:19:28.405 --> 00:19:37.277
And it's hard to say, like at any given point in time, who's the winner, but you would hope that it's the server, the companies, that are winning that race.
00:19:37.277 --> 00:19:40.535
But ultimately, like a voice is like a fingerprint, right.
00:19:40.535 --> 00:19:47.489
But yeah, like a voice is like a fingerprint, right.
00:19:47.489 --> 00:19:48.092
But yeah, I mean to your point.
00:19:48.092 --> 00:19:48.755
Can you introduce fraud that way?
00:19:48.755 --> 00:19:49.818
You know it depends on the strength of the algorithm.
00:19:49.818 --> 00:19:52.288
Let's say right, so yeah, but Microsoft's taken these technologies from Nuance.
00:19:52.288 --> 00:19:54.173
They've baked that into the Power Platform.
00:19:54.173 --> 00:19:57.849
Biometric authentication is something that is in preview now.
00:19:57.849 --> 00:20:01.337
I think next year it's coming out as a general availability.
00:20:01.337 --> 00:20:03.750
But Nuance had so many great features.
00:20:03.750 --> 00:20:07.970
One of my friends works in radiology and he was telling me all about the medical history as well.
00:20:08.029 --> 00:20:09.053
Yeah, yeah, yeah.
00:20:09.233 --> 00:20:10.115
It's really very interesting.
00:20:10.115 --> 00:20:11.950
The company's been around for so long, right?
00:20:11.990 --> 00:20:31.634
Yeah, Like you know, you mentioned the 80s and yeah, the stuff right that, like I didn't realize till well after acquisition that drug and naturally speak, which was, you know, quite popular back in the day for anybody that tried to use voice as a way of writing, right right yeah, and that was part of the ip of that organization.
00:20:31.694 --> 00:21:01.490
And, of course, from a medical perspective, and they've got I forget the name of the medical product we were looking at for an australian customer that we had just put on the industry cloud for healthcare and this whole concept of a doctor being able to take medical notes using voice, but of course it has to have a lens that understands the drug names that have been mentioned and what that's referring to and being able to very articulate, write a compliant medical note.
00:21:01.490 --> 00:21:05.050
And at that time the tech wasn't even available in the Southern Hemisphere.
00:21:05.050 --> 00:21:10.936
Microsoft owned it and they're just trying to bend it down in the Northern Hemisphere, but it hadn't been available in the geo yet.
00:21:10.936 --> 00:21:13.913
When you talk about the whole biometrics thing, I find it very interesting.
00:21:13.913 --> 00:21:31.429
I feel like we've gone back to the virus scanning days where you needed your virus update each night because we forget about it nowadays because it's just built into the operating system, but back in those days, right, there was a cat and mouse game all the time through a virus or malware being released and then your software being updated to identify it and decept it.
00:21:31.490 --> 00:21:34.016
And I feel that in the world of ai we're going into.
00:21:34.016 --> 00:21:39.373
There's going to be this whole model of is what I'm seeing and hearing?
00:21:39.373 --> 00:21:47.034
I don't think that humans are going to be able to detect that within probably 18 months, and so you're going to need software to be able to go.
00:00:01.826 --> 00:00:06.589
00:00:06.589 --> 00:00:12.910
00:00:12.910 --> 00:00:15.887
00:00:15.887 --> 00:00:24.288
00:00:24.288 --> 00:00:34.387
00:00:34.387 --> 00:00:38.119
00:00:38.119 --> 00:00:43.387
00:00:43.387 --> 00:00:52.307
00:00:52.307 --> 00:00:55.149
00:00:55.149 --> 00:01:04.132
00:01:04.132 --> 00:01:08.090
00:01:08.090 --> 00:01:09.111
00:01:09.819 --> 00:01:11.346
00:01:12.099 --> 00:01:13.022
00:01:13.022 --> 00:01:16.893
00:01:16.893 --> 00:01:27.805
00:01:28.245 --> 00:01:30.231
00:01:30.231 --> 00:01:34.787
00:01:34.787 --> 00:01:42.671
00:01:42.671 --> 00:01:46.129
00:01:46.129 --> 00:01:48.103
00:01:48.103 --> 00:01:50.090
00:01:50.510 --> 00:01:50.691
00:01:50.879 --> 00:01:54.852
00:01:54.852 --> 00:02:02.591
00:02:02.591 --> 00:02:08.645
00:02:08.645 --> 00:02:12.173
00:02:12.173 --> 00:02:23.330
00:02:23.330 --> 00:02:24.932
00:02:26.460 --> 00:02:27.643
00:02:27.643 --> 00:02:28.645
00:02:28.645 --> 00:02:33.728
00:02:33.728 --> 00:02:56.174
00:02:56.960 --> 00:03:04.645
00:03:04.645 --> 00:03:06.286
00:03:06.286 --> 00:03:10.088
00:03:10.088 --> 00:03:13.770
00:03:13.770 --> 00:03:14.731
00:03:14.731 --> 00:03:21.597
00:03:21.597 --> 00:03:23.557
00:03:23.557 --> 00:03:24.842
00:03:24.842 --> 00:03:28.912
00:03:28.912 --> 00:03:30.406
00:03:30.406 --> 00:03:37.788
00:03:37.788 --> 00:03:39.521
00:03:40.062 --> 00:03:40.683
00:03:40.683 --> 00:03:45.210
00:03:45.210 --> 00:03:47.193
00:03:47.193 --> 00:03:53.847
00:03:53.847 --> 00:03:56.609
00:03:56.609 --> 00:04:01.443
00:04:01.443 --> 00:04:03.985
00:04:03.985 --> 00:04:06.248
00:04:06.248 --> 00:04:10.433
00:04:10.433 --> 00:04:21.927
00:04:21.927 --> 00:04:25.293
00:04:25.312 --> 00:04:30.091
00:04:30.091 --> 00:04:34.966
00:04:34.966 --> 00:04:42.704
00:04:42.704 --> 00:04:51.942
00:04:51.942 --> 00:05:07.314
00:05:07.314 --> 00:05:08.779
00:05:08.779 --> 00:05:25.550
00:05:25.550 --> 00:05:30.012
00:05:30.012 --> 00:05:34.182
00:05:34.182 --> 00:05:37.369
00:05:37.369 --> 00:05:39.814
00:05:39.814 --> 00:05:44.569
00:05:44.569 --> 00:05:50.750
00:05:50.990 --> 00:06:22.982
00:06:22.982 --> 00:06:25.146
00:06:25.146 --> 00:06:26.209
00:06:26.209 --> 00:06:28.653
00:06:28.653 --> 00:06:30.627
00:06:30.627 --> 00:06:32.437
00:06:32.437 --> 00:06:34.543
00:06:35.125 --> 00:06:48.985
00:06:48.985 --> 00:07:01.560
00:07:01.560 --> 00:07:09.516
00:07:09.516 --> 00:07:16.661
00:07:16.661 --> 00:07:18.485
00:07:19.067 --> 00:07:20.630
00:07:20.630 --> 00:07:27.225
00:07:27.225 --> 00:07:33.851
00:07:33.851 --> 00:07:38.329
00:07:38.329 --> 00:07:46.923
00:07:46.923 --> 00:07:54.791
00:07:54.791 --> 00:07:57.149
00:07:57.531 --> 00:08:05.641
00:08:05.641 --> 00:08:11.762
00:08:11.762 --> 00:08:12.565
00:08:12.565 --> 00:08:23.685
00:08:23.685 --> 00:08:30.394
00:08:30.394 --> 00:08:43.313
00:08:44.321 --> 00:08:45.663
00:08:45.663 --> 00:08:57.030
00:08:57.030 --> 00:08:57.375
00:08:57.375 --> 00:08:57.639
00:08:58.320 --> 00:08:59.740
00:08:59.740 --> 00:09:13.769
00:09:13.769 --> 00:09:17.331
00:09:17.331 --> 00:09:19.333
00:09:19.333 --> 00:09:22.255
00:09:22.255 --> 00:09:23.655
00:09:23.655 --> 00:09:26.077
00:09:26.941 --> 00:09:32.452
00:09:32.452 --> 00:09:34.985
00:09:34.985 --> 00:09:40.032
00:09:40.032 --> 00:09:49.308
00:09:49.308 --> 00:09:52.509
00:09:52.509 --> 00:10:00.145
00:10:00.145 --> 00:10:04.451
00:10:04.451 --> 00:10:13.955
00:10:14.135 --> 00:10:20.672
00:10:20.672 --> 00:10:22.140
00:10:22.140 --> 00:10:25.147
00:10:25.147 --> 00:10:28.234
00:10:28.234 --> 00:10:31.168
00:10:31.168 --> 00:10:34.980
00:10:34.980 --> 00:10:37.106
00:10:37.106 --> 00:10:38.009
00:10:38.009 --> 00:10:38.370
00:10:38.370 --> 00:10:48.504
00:10:49.066 --> 00:10:49.885
00:10:49.885 --> 00:10:51.687
00:10:51.687 --> 00:10:54.629
00:10:55.229 --> 00:10:59.831
00:10:59.831 --> 00:11:05.014
00:11:05.014 --> 00:11:11.837
00:11:11.837 --> 00:11:18.245
00:11:19.229 --> 00:11:22.849
00:11:23.269 --> 00:11:26.080
00:11:26.080 --> 00:11:33.320
00:11:33.919 --> 00:11:37.504
00:11:38.125 --> 00:11:40.908
00:11:41.369 --> 00:11:41.990
00:11:41.990 --> 00:11:43.131
00:11:43.131 --> 00:11:50.581
00:11:50.581 --> 00:12:07.254
00:12:07.254 --> 00:12:12.586
00:12:12.586 --> 00:12:18.373
00:12:18.673 --> 00:12:26.822
00:12:26.822 --> 00:12:28.269
00:12:28.269 --> 00:12:32.764
00:12:32.764 --> 00:12:40.438
00:12:40.438 --> 00:12:41.669
00:12:41.669 --> 00:12:42.413
00:12:42.413 --> 00:12:44.999
00:12:45.038 --> 00:12:57.836
00:12:57.836 --> 00:13:07.456
00:13:07.456 --> 00:13:13.717
00:13:13.717 --> 00:13:17.532
00:13:17.532 --> 00:13:22.041
00:13:22.041 --> 00:13:22.982
00:13:22.982 --> 00:13:29.532
00:13:29.532 --> 00:13:32.475
00:13:32.475 --> 00:13:40.534
00:13:40.534 --> 00:13:49.015
00:13:50.004 --> 00:13:56.683
00:13:56.683 --> 00:13:56.965
00:13:56.965 --> 00:14:01.508
00:14:01.508 --> 00:14:07.032
00:14:07.032 --> 00:14:12.991
00:14:12.991 --> 00:14:22.734
00:14:22.734 --> 00:14:23.196
00:14:23.196 --> 00:14:24.791
00:14:24.791 --> 00:14:36.191
00:14:36.849 --> 00:14:38.264
00:14:38.985 --> 00:14:42.044
00:14:42.044 --> 00:14:42.706
00:14:42.706 --> 00:14:43.489
00:14:43.489 --> 00:14:48.749
00:14:48.749 --> 00:14:51.075
00:14:51.075 --> 00:14:53.988
00:14:53.988 --> 00:15:21.130
00:15:22.153 --> 00:15:30.770
00:15:30.770 --> 00:15:33.096
00:15:33.096 --> 00:15:51.118
00:15:51.118 --> 00:15:53.921
00:15:55.003 --> 00:16:02.298
00:16:02.298 --> 00:16:07.457
00:16:07.457 --> 00:16:15.620
00:16:15.620 --> 00:16:18.048
00:16:18.048 --> 00:16:26.580
00:16:26.580 --> 00:16:28.768
00:16:28.768 --> 00:16:30.134
00:16:30.134 --> 00:16:33.775
00:16:33.775 --> 00:16:40.162
00:16:40.162 --> 00:16:45.234
00:16:45.533 --> 00:16:54.346
00:16:54.346 --> 00:16:57.192
00:16:57.192 --> 00:17:03.956
00:17:03.956 --> 00:17:13.511
00:17:13.511 --> 00:17:17.928
00:17:17.928 --> 00:17:38.497
00:17:38.497 --> 00:17:40.269
00:17:40.269 --> 00:17:44.941
00:17:45.643 --> 00:18:03.431
00:18:03.431 --> 00:18:05.673
00:18:05.673 --> 00:18:08.755
00:18:08.755 --> 00:18:20.477
00:18:20.477 --> 00:18:23.709
00:18:23.709 --> 00:18:27.758
00:18:27.758 --> 00:18:38.972
00:18:38.972 --> 00:18:42.900
00:18:44.709 --> 00:18:45.371
00:18:45.371 --> 00:18:47.172
00:18:47.172 --> 00:18:51.891
00:18:51.891 --> 00:18:59.333
00:18:59.333 --> 00:18:59.815
00:18:59.904 --> 00:19:03.992
00:19:03.992 --> 00:19:20.079
00:19:20.079 --> 00:19:23.094
00:19:23.094 --> 00:19:27.797
00:19:28.405 --> 00:19:37.277
00:19:37.277 --> 00:19:40.535
00:19:40.535 --> 00:19:47.489
00:19:47.489 --> 00:19:48.092
00:19:48.092 --> 00:19:48.755
00:19:48.755 --> 00:19:49.818
00:19:49.818 --> 00:19:52.288
00:19:52.288 --> 00:19:54.173
00:19:54.173 --> 00:19:57.849
00:19:57.849 --> 00:20:01.337
00:20:01.337 --> 00:20:03.750
00:20:03.750 --> 00:20:07.970
00:20:08.029 --> 00:20:09.053
00:20:09.233 --> 00:20:10.115
00:20:10.115 --> 00:20:11.950
00:20:11.990 --> 00:20:31.634
00:20:31.694 --> 00:21:01.490
00:21:01.490 --> 00:21:05.050
00:21:05.050 --> 00:21:10.936
00:21:10.936 --> 00:21:13.913
00:21:13.913 --> 00:21:31.429
00:21:31.490 --> 00:21:34.016
00:21:34.016 --> 00:21:39.373
00:21:39.373 --> 00:21:47.034