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Biographical Information

Ross Smith, Mayte Cubino, and Emily McKeon

ROSS SMITH (rosss@microsoft.com), MAYTE CUBINO (mgonzalez@microsoft.com), and EMILY MCKEON (emilym@microsoft.com) co-authored AI Revolution in Customer Service and Support, a practical guide for professionals who want to harness the power of GenAI within their organizations to create more powerful customer and employee experiences (airevolutionbook.com).

Articles by Ross Smith, Mayte Cubino, and Emily McKeon

Exploring the ‘SIX D’S’ Framework for Language Model Training and AI Agent Creation

27 Aug 2025

The integration of AI into customer service and support is by no means a futuristic vision—it is a present-day reality. AI is reshaping how organizations engage with their customers.