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Copilot Studio supports interactive voice response (IVR) capabilities through two types of voice-enabled agents: basic voice agents and real-time voice agents.
Basic voice agents use use classic orchestration. These agents use natural language understanding models for intent recognition, entity extraction, and voice optimization for accurate and controlled conversational experiences.
Real-time voice agents are used in generative orchestration scenarios. These agents use a speech-to-speech (STS) real-time model to achieve a low-latency and natural conversation flow.
Voice agents support speech and dual-tone multi-frequency (DTMF) input, context variables, call transfer, and speech and DTMF customization.
Before you can create or edit agents for voice scenarios, you need a phone number to use. With Azure Communication Services, you can get a new phone number or use an existing phone number. Learn more in Integrate a voice-enabled agent with Dynamics 365 Contact Center.
Key concepts for voice authoring
Voice-enabled agents are used in various applications, such as call centers, mobile apps, and messaging platforms. Voice-enabled agents can collect user input through speech and DTMF.