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[This article is prerelease documentation and is subject to change.]
Agents powered by the Customer Conversation harness come with prebuilt tools and voice capabilities tailored to contact center scenarios, in addition to the tools available to any agent. Add Escalate from the Tools section of the Build tab. Enable Biometric Authentication from the Voice capabilities section.
Escalate
The Escalate tool gives your agent built-in escalation paths so a conversation can hand off to a human representative or another channel:
- Escalate to Teams Phone
- Escalate to Email
- Escalate to Customer Engagement: Customers can ask for a live agent at any point in the conversation, either by an explicit request or an implicit trigger your agent's instructions detect. When a customer is handed off, the agent sends the entire conversation to the engagement hub, which finds the best available live agent. That agent can then pick up the conversation with full context.
Biometric Authentication
The Biometric Authentication capability lets your agent authenticate callers over voice calls. Use it to identify callers, ask authentication questions, and verify their identity. It's the integration point for the biometric authentication and fraud detection capabilities in the Microsoft Contact Center Intelligence portal.
For steps to add and configure these capabilities, see Add prebuilt contact center tools (Customer Conversation).