Introduction

  • 5 minutes

Multilingual voice agents are interactive voice response (IVR) bots that are built by using Microsoft Copilot Studio, and they're capable of handling calls in multiple languages. These bots streamline customer service by supporting multiple languages through a single voice agent.

This functionality is especially useful for global organizations that want to provide consistent, personalized, and efficient customer service.

Multilingual voice bot support offers several significant benefits for businesses and their customers:

  • Lower total cost of ownership (TCO) – A single bot handles multiple languages, reducing maintenance and deployment complexity.
  • Faster deployment – Updates apply to all languages simultaneously, speeding up rollout times.
  • Improved customer satisfaction (CSAT) – Customers can switch languages in the middle of a call without needing separate phone numbers.

Overall, multilingual voice bot support helps businesses provide better customer service, reduce costs, and streamline their operations, all while catering to a diverse and global audience.

Dynamics 365 Contact Center multilingual voice agents support two key scenarios for managing voice interactions in different languages.

  • Mid-call language switch - In multilingual regions, a single phone number serves all customers. The voice agent can switch languages in the middle of the conversation based on user input, such as selecting a language from a menu. Designers must manage the language switching logic in Copilot Studio.
  • Language based on dialed number - Alternatively, to start the conversation in the language based on the dialed number, the contact center admin can assign dedicated phone numbers for each language by using a single voice agent. When a customer calls, the voice agent initiates the conversation in the correct language. This delivers a seamless experience, as long as the bot supports the voice channel's primary language. Designers must upload the localized content for each supported language in Copilot Studio.

Responsible AI FAQs

Responsible AI FAQs are part of a broader effort to put Microsoft AI principles into practice. These FAQs aim to provide insights into the workings of AI technology and the decisions that can affect its performance and behavior. They also provide insights into the significance of considering the entire system, including the technology, people, and environment. We recommend that you use these FAQs to gain a deeper understanding of specific AI systems and features that Microsoft develops.

For more information, see Responsible AI FAQ for Copilot in Customer Service.