# @microsoftdynamics365 on YouTube

- **Type:** Video
- **Original URL:** https://youtube.com/watch?v=y-tyEfFQBUI
- **Gondola URL:** https://gondola.cc/posts/71022952-microsoftdynamics365-youtube
- **Thumbnail:** https://img.gondola.cc/tr:w-,h-,fo-auto/postThumbnails/f3ee1f37b0.jpg
- **Posted:** 2026-09-23T20:00:19.000+00:00
- **Account Owner:** Microsoft Dynamics 365 (@microsoftdynamics365) — https://gondola.cc/microsoftdynamics365

## Caption

What does it take to move from AI experimentation to meaningful business impact?

In this episode of AI in Action, Microsoft executive Karan Nigam speaks with Karl Phenix of TTEC Digital about helping organizations modernize customer experiences and move from AI-powered answers to AI-driven action. Their conversation covers the implementation approach, the lessons learned, the results so far, and what this experience signals for the future of business.

What you’ll hear:
• The business need that shaped Indiana Farm Bureau’s contact center modernization
• How TTEC Digital and Indiana Farm Bureau moved from a legacy IVR to an AI-powered voice agent in Copilot Studio
• The outcomes, lessons, and next steps leaders should consider, including a 90% reduction in call flow complexity

Guest: Karl Phenix, TTEC Digital

About AI in Action: AI in Action is a Microsoft series exploring how customers, partners, and technology leaders are putting AI and agents to work across business applications, workflows, and data. Through candid conversations, the series connects real-world implementation lessons with a forward-looking view of how work and business are changing.

For more about Microsoft AI solutions, visit: https://msft.it/6052adjE2

#MicrosoftAI #AgenticAI

## Stats

- **Views:** 770
- **Likes:** 8
- **Shares:** 0
- **Comments:** 0

## Tags

microsoftai, agenticai

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