Madhuri Somara
Microsoft product leader building AI-powered customer service and case management solutions focused on improving resolution speed, transparency, and customer experience across complex service environments.
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Mar 25, 2026 • 36min
Microsoft Product Lead on Building AI-Powered Customer Service That Actually Works
Madhuri Somara, a Microsoft product leader building AI-powered customer service and case management solutions. She talks about automating routine work while keeping humans for judgment and empathy. She explains designing for resolution speed, surfacing transparent AI reasoning, and handling messy, high-stakes service environments.
