Name: How Microsoft Leverages AI for Rapid Crisis Response
Uploaded: 2025-11-19T18:50:00Z
Duration: 2 min 35 s
Description: Microsoft CCO Frank X. Shaw explains how AI-powered measurement tools are transforming crisis communications and how the company leveraged the technology during the 2024 CrowdStrike software outage.

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Microsoft CCO Frank X. Shaw explains how AI-powered measurement tools are transforming crisis communications and how the company leveraged the technology during the 2024 CrowdStrike software outage. Photo: Sean Smith for the WSJ Leadership Institute

https://m.wsj.net/video/20251119/b008e10c-5493-4fcc-9c08-f8054500389d/1/hls/manifest-hd-wifi.m3u8

Microsoft CCO Frank X. Shaw explains how AI-powered measurement tools are transforming crisis communications and how the company leveraged the technology during the 2024 CrowdStrike software outage.

How Microsoft Leverages AI for Rapid Crisis Response

The Crowdstrike incident last year where a software update rendered all of these computers, whether it was in travel, healthcare, useless, and people were getting that blue screen of death. Not your fault, but it was yours to deal with.

Right.

How did AI allow you to react in ways that you might've been able, not been able to do five years ago?

Yeah, this is actually a good example, because it captures some of the complexity of the world. It was a global phenomenon.

Yeah.

I mean, to be clear, it was not our fault. We had nothing to do with this.

I said that.

This was Crowdstrike. It started in Australia.

Yeah.

And so it was a bad time zone for a West Coast-based company, but we have global, a communications team, so it started there. We got woken up relatively early, and the piece that helped the most was the measurement tools have gotten so much better. You have global visibility to how news is spreading and what the themes are and what's happening across both established media, emerging media, creators, et cetera. So you could see immediately what kind of problem-

What tool were you using using there?

We used Meltwater.

Okay.

And we've got an agent in Teams that we can query using-

An AI agent in Teams.

Yeah, just using natural language. And you then you can get snapshots pretty regularly. So you can immediately see what the blast radius was like and what people were saying. And what they were saying was, this is Microsoft's fault, because the output was a blue screen of death. And unfortunately, that's us. And so said Microsoft brought down airports. Microsoft brought down hospitals. And so we knew that without necessarily blaming somebody else, because that's risky on its own, we needed to inject more information in there as rapidly as possible. We knew exactly where we needed to do it. This was intrinsically a broadcast story, right? It was reaching people through broadcast. It was not online necessarily. And so we knew that we needed to get real live human beings from Microsoft, as a Microsoft Blue badge, onto broadcast and onto radio as soon as humanly possible, because people were seeing this at banks, transit, airports, and what they were hearing it was, like, this is a Microsoft issue. And so we were able to do that and then track very closely where we were being effective in this and where we still had worked through.