By Laura Hyde |
Napster has partnered with Microsoft-certified customer engagement application provider Solgari to integrate AI-powered video agents directly into Microsoft Teams and Dynamics 365.
The partnership aims to combine AI-led and human customer engagement within the Microsoft ecosystem to help organisations manage high-volume interactionsmore efficiently while preserving continuity, context and service quality.
Napster’s AI video channel, which is powered by Azure OpenAI and Azure Speech, is now available through Solgari on Teams and Dynamics 365. The channel provides AI video agents as a first point of contact for customers, enabling them to explain their needs to a visual, conversational interface. Conversations are then handed over to human agents working within Teams or Dynamics 365, without switching systems or losing customer context.
All conversational data, both AI and human, is captured and governed by Solgari and written into the customer-chosen system of record, including Dynamics 365 and other customer relationship management systems. This also supports analytics, reporting, and Microsoft 365 Copilot usage.
“Embodied agents are better at connecting with people, and our work with Solgari allows Napster to deliver this next step in customer service at scale,” said John Acunto, CEO of Napster. “Alongside Solgari, we’re making AI interactions not just more personal, but also technically superior by providing conversational records, supporting human handover and improving service overall.”
The partnership aims to modernise customer engagement without adding complexity, as well as providing a practical use case for Microsoft-first organisations seeking to use AI to control volume and cost, such as healthcare providers and universities, while ensuring human expertise is applied where it delivers the most value.
“Customer engagement is where AI either delivers measurable value quickly or creates more complexity,” said John Colgan, CEO at Solgari. “Together with Napster, we are applying AI at the point of interaction, while ensuring every conversation is captured, governed and usable inside the Microsoft stack.”