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[This article is prerelease documentation and is subject to change.]
This article describes prompt best practices for your voice agent, and provides links to templates to help you get started.
Important
- This is a preview feature.
- Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.
Plan for prompt success
Plan for JSON-structured system prompts to improve reasoning predictability and reduce latency.
Plan for shifts in cost, latency, and quality based on orchestration and speech choices.
Plan for model choice as an operational decision that affects cost and user experience.
Plan to revisit voice architecture choices as your implementation matures.
Templates
Apart from this guidance, the Dynamics 365 Contact Center Forward Deployed Engineering GitHub provides the template. Here are the available templates.
Stores Routing: A rules-driven, deterministic retail store IVR that identifies caller intent, retrieves approved store information using validated tools, and routes callers to the correct department or representative without inventing answers. It handles high-volume store calls. It answers questions about store hours and services. It sends approved links by SMS through internal API tools. It quickly routes callers to departments such as Pharmacy, Vision, OPD, and HR.
Industry Modalities Orchestration Speech mode Financial Services Voice Generative Streaming Appointment-management: A deterministic, low-latency voice IVR that strictly identifies callers and manages appointments using validated tools with ISO-formatted data to prevent errors and assumptions. Used to reliably book, view, update, cancel, or route appointment-related requests in one voice experience while reducing scheduling mistakes, misroutes, and unnecessary live-agent handoffs.
Industry Modalities Orchestration Speech mode Retail Voice Generative Streaming Health Care Professional & Patient Voice Agent: A pharmaceutical-grade, low-latency voice IVR that validates HCP eligibility, normalizes drug names from natural speech, checks live inventory, and creates confirmed sample requests through ERP or back-end APIs. It handles inbound HCP and patient calls. It enforces policy, collects structured details through conversation, validates drug names for lookup, checks inventory, and creates confirmed sample requests. It also sends request numbers by SMS, supports copay and financial assistance intents, and escalates to CSRs with full context to reduce forms, callbacks, and handle time.
Industry Modalities Orchestration Speech mode Pharmaceuticals Voice Generative Streaming Drug Pricing & Coverage, Order status: A secure, deterministic IVR for high-volume pharmacy member services that performs single identity verification (speech or DTMF) once, then silently orchestrates specialized child intents without reauthentication. Used to provide prescription order status with sensitive medication masking, plan-specific drug pricing (brand versus generic resolution), and DTMF-secured refill payment collection—allowing callers to switch intents freely while reducing live-agent escalation across retail, mail-order, and PBM lines.
Industry Modalities Orchestration Speech mode Retail Pharmacy / Healthcare Voice Generative Streaming Generic Template: A reusable, rules-first voice agent blueprint designed for safe, deterministic IVR behavior. It enforces strict conversation structure (state machine), short turn-taking, one-question-at-a-time prompts, tool-only truth (no fabrication), hard safety boundaries (no restricted data), and standardized escalation/closing behavior. Use this template as the base framework for any enterprise IVR. Plug in your company details, scope, tools, states, and handoff rules. This approach helps you maintain compliance, tool discipline, and a predictable customer experience across deployments.
Industry Modalities Orchestration Speech mode Generic (cross‑industry) Voice Generative Streaming