Voices from the Frontline: AI in Action: Episode 2, Part 2

In this episode of Voices from the Frontline: AI in Action, host Ron Thurston takes listeners inside the Microsoft Experience Center in New York City, where frontline work, customer experience, and AI-powered tools come together in real time.

Recorded on the retail floor at the Microsoft Experience Center, this conversation goes behind the counter to show how frontline teams are using technology not to replace human connection — but to strengthen it.

You’ll hear directly from Jasmine, a frontline leader, as she walks through how tools like Microsoft Teams, Dynamics 365, and Copilot work together to remove friction from daily work. From live inventory requests and mobile POS to appointment scheduling and service support, this episode shows how AI helps associates stay present with customers — without breaking the conversation or leaving the floor.

Key moments include:

1. How real-time “live requests” keep associates connected while serving customers
2. How Copilot summarizes appointment history so customers never have to repeat their story
3. How AI-generated notes save time and reduce administrative burden
4. How intelligent agents support onboarding, training, and process consistency
5. Why speed, clarity, and confidence matter most on the frontline

This episode also explores the employee experience — showing how AI tools support new hires, enable multimodal learning, and help frontline teams stay organized during high-volume, high-pressure moments.

The takeaway is clear:

AI isn’t replacing frontline teams — it’s elevating them.

When technology works quietly in the background, people can focus on what matters most: serving customers, solving problems, and creating meaningful human connection.

This is what Retail Intelligence in Action really looks like — not in theory, but on the floor, in the moment, with real people.

🎙️ Featuring frontline insights from Microsoft

1. 📍 Recorded at the Microsoft Experience Center, NYC