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Set up consult with AI agents during voice conversations (preview)

[This article is prerelease documentation and is subject to change.]

Customer service representatives (service representative or representative) can use the consult option to temporarily add a voice-enabled AI agent to a voice call. The AI agent runs a configured workflow, such as providing a mandatory disclosure, capturing explicit consent, or verifying a customer's identity with a PIN. After the workflow is complete, the representative resumes the call. The interaction remains in the same conversation. Recording and transcription behavior depends on the settings that you configure.

Note

Voice-enabled AI agents can join a call only through the consult option.

Important

Prerequisites

Turn on consult with AI agents

By default, the setting is turned off.

  1. In the site map of Copilot Service admin center, go to Consult and transfer in Channels, and then select Manage.
  2. Turn on Consult with AI agents.
  3. Select Save.

Make AI agents available for consult

  1. In the site map of Copilot Service admin center, go to Workspaces in Support experience, and then select Manage for Voice call experiences.
  2. In the Consult with AI agents (preview) section, select New.
  3. Select the voice-enabled AI agent that you want to make available for consult.
  4. Set the following options:
    • Transcription & recording:
      • Pause recording and transcription during consult: Select when you need your customer to share sensitive information.
      • Continue recording and transcription
    • Hold:
      • Keep the representative on hold during consult
      • Do not place on hold
  5. Select Save.

Configure an AI agent

Use the following steps to configure an AI agent to run a workflow that addresses your business scenario, such as capturing consent.

  1. Ensure that the Copilot Studio agent is connected to Voice and has a Connected status in Copilot Service admin center.
  2. In Copilot Studio, open the agent, and then go to Topics.
    • Use the built-in Start topic, which runs automatically when a conversation begins.
    • Alternatively, create a new topic and call it from the Start topic. Learn more in Create and edit topics.
  3. Add a step to play a message, such as a consent message that asks whether the customer agrees to proceed.
  4. Configure the response to capture the customer's answer:
    • Yes
    • No
    • No response within a defined timeout period
  5. Add a Transfer Conversation node to return the conversation to the representative and end the AI agent consultation after the response is captured.
  6. Save and publish the changes.

What happens during an AI agent consultation

When you turn on Consult with AI agents, the AI Agents tab becomes available in the consult experience.

  1. During an active voice call, a representative selects Consult, opens the AI Agents tab, and selects a configured AI agent.
  2. The AI agent joins the call. If you turn on Keep the representative on hold during consult, the representative is put on hold.
  3. If you turn on Pause recording and transcription during consult, recording and transcription are paused.
  4. The AI agent runs its workflow with the customer and then leaves the call. Ensure that you configure handoff to a representative in the agent topic.
  5. The system automatically takes the representative off hold, and the representative resumes the conversation.

Considerations

  • If the AI agent is the only consultee in the call, consultation with other representatives isn't available.
  • If the representative is consulting with other consultees, the hold, transcription, and recording settings apply to all consultees.
  • If the AI agent consultation times out or fails, the system plays a message for the representative.

Enable transfer and consult

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