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| Enabled for | Public preview | General availability |
|---|---|---|
| Users, automatically | - | 
Oct 31, 2024 |
Business value
Native voice integration in Microsoft Copilot Studio dramatically improves the experience of building voice-enabled bots for customers who use the voice channel in Omnichannel for Customer Service. When your bot includes voice responses and analysis, you increase the ways your customers can interact with your business. Voice integration gives customers faster, more efficient resolutions to common questions. It improves your deflection rate and customer satisfaction scores.
Feature details
Microsoft Copilot Studio includes native voice authoring capabilities when you use it with the Voice channel in Dynamics 365 Omnichannel for Customer Service integrations.
These capabilities include:
- Dual-tone multi-frequency (DTMF) input, including single-digit and multidigit processing, so users can use their phone keypad to interact with the bot.
- Silence detection for prompts, including retries and reprompts, and configurable actions when there's no response.
- Barge-in control for determining whether the bot can be interrupted.
- SSML support so you can configure how the bot sounds for each message. You can include playing audio files to the user instead of text-to-speech.
- Long-running operation latency message.
- Enhanced speech recognition based on bot content.