Laura Hyde
Napster has partnered with Solgari, a Microsoft-certified Customer Engagement application provider, to integrate AI-powered video agents directly into Microsoft Teams and Dynamics 365.
This partnership aims to combine AI-driven and human customer engagement within the Microsoft ecosystem to help organizations more efficiently manage high volumes of interactions while maintaining continuity, context, and quality of service.
Napster’s AI video channel, powered by Azure OpenAI and Azure Speech, is now available through Solgari in Teams and Dynamics 365. This channel provides an AI video agent as the first point of contact for customers, allowing them to describe their needs in a visual, conversational interface. The conversation is then handed off to a human agent working within Teams or Dynamics 365 without switching systems or losing customer context.
All conversation data, both AI and human, is captured and managed by Solgari and written to the customer’s system of record of choice, such as Dynamics 365 or other customer relationship management systems. This also supports analytics, reporting, and the use of Microsoft 365 Copilot.
“Tangible agents are great at connecting with people, and working with Solgari allows Napster to deliver the next step in customer service at scale,” said Napster CEO John Acunto. “Alongside Solgari, we are not only making AI interactions more personal, but also technologically superior by providing conversation recording, supporting human handoffs, and improving the overall service.”
This partnership aims to modernize customer engagement without adding complexity and provide practical use cases for Microsoft-first organizations like healthcare providers and universities looking to use AI to manage volume and cost, while ensuring that human expertise is applied where it provides the most value.
“In customer engagement, AI will either deliver measurable value quickly or create more complexity,” said John Colgan, CEO of Solgari. “Together with Napster, we are applying AI at the point of interaction while ensuring all conversations are captured, managed, and available within the Microsoft stack.”
