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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.
| Enabled for | Public preview | General availability |
|---|---|---|
| Users, automatically | - | 
Oct 31, 2024 |
Business value
Native voice integration in Microsoft Copilot Studio will dramatically improve the experience of building voice-enabled bots for customers using the voice channel in Omnichannel for Customer Service. Including voice responses and analysis in your bot can increase the ways your customers interact with your business. Voice integration can provide faster, more efficient resolutions to common questions, improving your deflection rate and customer satisfaction scores.
Feature details
Microsoft Copilot Studio incorporates native voice authoring capabilities when used with the Voice channel in Dynamics 365 Omnichannel for Customer Service integrations.
These capabilities include:
- Dual-tone multi-frequency (DTMF) input, including single and multi-digit processing so users can use their phone keypad to interact with the bot.
- Silence detection for prompts, including retries and reprompts, and configurable actions on no response.
- Barge-in control for determining whether the bot can be interrupted or not.
- SSML support so you can configure how the bot sounds on a per-message basis, including playing audio files to the user in place of text-to-speech.
- Long running operation latency message.
- Enhanced speech recognition based on bot content.