Speech and IVR

Important

This content is archived and is not being updated. For the latest documentation, go to What's new in Copilot Studio. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Voice interaction is the most natural way for humans to communicate and remains a critical medium in copilot engagements. Copilot Studio allows businesses to easily create copilots that can interact naturally with customers via voice by accepting speech and DTMF input from telephony. It provides natural text to speech so end users can hear the response from the copilot.

Copilot Studio provides a no-code to pro-code authoring experience for voice interactions such as barge-in control, single and multi DTMF input, and silence detection. Businesses can craft intelligent voice copilots with those capabilities that understand end user's intent and automate transactions.

For scenarios where businesses do not require explicit dialogues, Copilot Studio provides generative AI capabilities to cover the long tail of inquiries that the user may have. Increasing the copilot's coverage and minimizing the operation cost for businesses by minimizing copilot maintenance cost and reducing escalation to human agent.