Use Multilingual Voice Agents with IVR in Dynamics 365 Contact Center
Intermediate
Functional Consultant
Business User
Administrator
Dynamics 365
Dynamics 365 Contact Center
Microsoft Copilot Studio
Microsoft Copilot
This module provides detailed guidance on how to use multilingual voice agents that are developed by using Microsoft Copilot Studio on the telephony channel of Dynamics 365 Contact Center.
Learning objectives
In this module, you:
- Learn about the benefits of multilingual voice agents in Dynamics 365 Contact Center
- Learn about the prerequisites for configuring multilingual bots
- Learn how to configure a multilingual voice agent with Dynamics 365 Contact Center
- Activate key scenarios, such as mid-call language switching and language based on voice channel number
- Test and validate multilingual configurations to ensure a seamless customer experience
Prerequisites
- Basic knowledge of the workstream and voice channels in Dynamics 365 Contact Center admin center
- Knowledge of Microsoft Copilot Studio voice agent creation