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The articles in this guide walk you through the best practices for building real-time agents by using Microsoft technologies. These articles provide a practical guide for people who need to design and build real-time agents (RTA) and want a way to choose the right approach based on customer journey.
Apart from this guide, Microsoft developed templates based on real-world customer implementations that you can find on Dynamics 365 Contact Center Forward Deployed Engineering GitHub.
Select the orchestration
When you build an AI agent, start with one principle:
- Every agent's design begins by deciding how the conversation is controlled.
For agents, there's a second, equally important decision:
- How speech is handled end-to-end.
Conversation orchestration and speech mode shape cost, latency, flexibility, compliance, and operational complexity.
The following diagram summarizes the selection choices.
