Microsoft announces agentic CX capabilities for Dynamics 365 and Copilot Studio

Microsoft announced the launch of new agentic customer experience capabilities in Dynamics 365 and Copilot Studio. The release includes Real-Time Voice Agents, a Customer Assist Agent, and other updates. 

Agentic CX is intended to change the customer experience by automating routine work across the customer journey while maintaining human oversight. Because of growing demand for voice interactions, Microsoft announced the general availability of real-time voice models for Copilot Studio. It expands on previous versions of Interactive Voice Response by adapting generative AI to flexible conversation styles. Customers are able to build and deploy custom agents, or integrate with pre-built agents in Dynamics 365 Contact Center. 

For contact centers, Microsoft is emphasizing self-service and agent assist. Dynamics 365 Contact Center has broadened to include Customer Assist Agent, Quality Assurance Agent, and Service Operations Agent.