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Dynamics 365 Contact Center uses a unified architecture where specialized AI agents are mapped to critical outcomes of the contact center organizations, such as customer self-service and service representative productivity; conversation quality and contact center health; and contact center setup and conversation lifecycle management. These agents work together in a continuous learning loop, combining AI-driven actions with human oversight to continuously improve service operations.
In the site map of Copilot Service admin center, select Contact Center Agents. The Contact Center Agents page appears where you can view and manage the AI agents for your contact center. Each agent serves a distinct role across the contact center lifecycle.
Customer Assist Agent
Supports customer interactions by combining autonomous self service with real-time assistance to service representatives.
- Understand customer intents and resolve issues
- Assist representatives during live interactions
- Proactively contact customers
Quality Assurance Agent
Delivers quality, compliance, and coaching insights to ensure interactions meet standards.
- Monitor and evaluate conversations for quality issues in real time
- Evaluate the net conversation quality after conversation is over
- Enable supervisors to monitor and act on conversations with quality issues through timely alerts
Service Operations Agent (preview)
Supports configuration, governance, and optimization of the contact center environment while maintaining full operational control.
- Provision contact center components
- Configure settings using natural language
- Orchestrate conversations in real time
Related information
Real-time voice agents
Configure proactive engagement
Use Quality Assurance Agent
Use Service Operations Agent (preview)
Configure conversation orchestration (preview)