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microsoft automated service agent asa system represents the next generation of online customer service combining the quality and intimacy of attended support with the low cost of self service companies strive to provide best of breed customer service while controlling escalating support costs ideally automated online solutions would handle routine inquiries while support staff would leverage the opportunity to build customer loyalty and generate incremental sales current online support mechanisms faq and search have fallen short of meeting customers expectations of acceptable service causing routine queries to be handled by support staff microsoft s automated service agent system represents a significantly different approach to customer service combining the low cost of online support while delivering immediate and high value responses associated with live customer support