Microsoft’s Cognitive Services offer an array of intelligent APIs that allow developers to build new apps, and enhance existing ones, with the power of machine-based AI. These services enable users to interact with applications and tools in a natural and contextual manner. These types of intelligent application interactions have significant applicability in the realm of Service, to augment the experiences of both customers and agents.

In this post, we will focus on the Bing Speech API, and how it can be leveraged within the agent’s experience, to transcribe the spoken conversation with customers, and automate agent activities within the Unified Service Desk. We will build a custom Unified Service Desk hosted control that will allow us to capture real-time spoken text, and automatically trigger a search for authoritative knowledge based on the captured text.

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