Work with Dynamics 365 Contact Center IVR
At a glance
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Conversational IVRs enable enterprises to increase containment, improve customer satisfaction and reduce cost by letting customers self-serve using their voice. Dynamics 365 Contact Center IVRs are powered by Microsoft Copilot Studio.
Prerequisites
- Basic knowledge of Microsoft Copilot Studio
- Basic knowledge of Dynamics 365 Contact Center
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Modules in this learning path
Dynamics 365 Contact Center infuses generative AI throughout the contact center workflow. It spans the channels of communication, self-service, intelligent routing, customer service representative-assisted service, and operations to help contact centers solve problems faster, empower customer service representatives, and reduce costs.
The Voice channel in Dynamics 365 Customer Service includes many different features and functionalities that call center representatives and supervisors can use. Additionally, it can help improve your customers' overall experience when they're engaging over voice channels.
Not only can agents created in Microsoft Copilot Studio be used in text based scenarios such as SMS and chat conversations with customers, but they can also be used as interactive voice response (IVR). This module explores how to set up a Microsoft Copilot Studio agent to use voice.
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.
Dynamics 365 Contact Center IVR Copilot agents are designed by using Microsoft Copilot Studio. It designs these agents based on a customer's business needs, which guides a caller's experience in the interactive voice response (IVR) session. To allow scalability and facilitate quick changes in your IVR flow, such as broadcasting messaging, you can create rules by using Microsoft Power Apps and then integrate them into your Copilot agent. This approach allows businesses to make real-time changes to the Copilot agents without needing to modify or republish the agent.