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Connect bots to phone call interactions with Dynamics 365 Customer Service

Microsoft Copilot Studio
14K subscribers
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5.4K views 3 years ago #PowerVirtualAgents #PowerPlatform
In this feature overview video series, we highlight new capabilities included in the latest update to Microsoft Power Virtual Agents. Save time and gain efficiency in running your support businesses. Connect bots to phone call interactions as interactive voice response (IVR) for Dynamics 365 Customer Service. Feature details: Add voice-based interactions within bot conversations by integrating them with [Omnichannel for Customer Service] (https://docs.microsoft.com/power-virt...) As part of Omnichannel Voice Channel, Power Virtual Agents uses Microsoft Cognitive Services (such as text-to-speech and speech recognition) to answer a call to a phone number, and the bot can pass along what it has learned from the conversation to the live agents. The handover content includes [variables that provide context on the conversation] (https://docs.microsoft.com/power-virt..., allowing live agents to immediately understand the issue without repeating the b …...more
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Connect bots to phone call interactions with Dynamics 365 Customer Service
34Likes
5,485Views
2022Mar 25
In this feature overview video series, we highlight new capabilities included in the latest update to Microsoft Power Virtual Agents. Save time and gain efficiency in running your support businesses. Connect bots to phone call interactions as interactive voice response (IVR) for Dynamics 365 Customer Service. Feature details: Add voice-based interactions within bot conversations by integrating them with [Omnichannel for Customer Service] (https://docs.microsoft.com/power-virt...) As part of Omnichannel Voice Channel, Power Virtual Agents uses Microsoft Cognitive Services (such as text-to-speech and speech recognition) to answer a call to a phone number, and the bot can pass along what it has learned from the conversation to the live agents. The handover content includes [variables that provide context on the conversation] (https://docs.microsoft.com/power-virt..., allowing live agents to immediately understand the issue without repeating the bot’s questions. Get the most out of the Power Virtual Agents Release plan View all capabilities included in this release: https://aka.ms/Plan/2021RW2/PowerVirt... Product updates Stay up to date on the latest product updates: https://aka.ms/Updates/PowerVirtualAg... Release calendar Know important release milestones: https://aka.ms/Updates/Calendar/Power... Licensing Improve your understanding of how to license Dynamics 365: https://aka.ms/Licensing/PowerVirtual... Product documentation Find documentation for Power Virtual Agents: https://aka.ms/Documentation/PowerVir... User community Engage with Power Virtual Agents experts and peers in the community: https://aka.ms/Community/PowerVirtual... Upcoming events Find and register for in-person and online events: https://aka.ms/Events/PowerVirtualAgents Product trials Get started with Power Virtual Agents: https://aka.ms/Trials/PowerVirtualAgents #PowerVirtualAgents #PowerPlatform

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Microsoft Copilot Studio

14K subscribers