Microsoft introduces multilingual voice agents in Dynamics 365 Contact Center
Microsoft has announced support for multilingual voice agents authored with Copilot Studio for the Dynamics 365 Contact Center voice channel.
The expansion to voice interactions allows for handling calls in multiple languages with a single bot, explained Principal Product Manager Hemang Shah in a new blog post.
Copilot Studio supports IVR (integrated voice recognition) bots. In the contact center scenarios, having a single bot that can support multiple languages simplifies deployment by preserving business logic and integrations.
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A multilingual support model can also improve customer satisfaction by allowing the customer to switch languages without the need to start a new call, Microsoft says. Copilot Studio customers can approach language support in two main ways, each with their own provisions:
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