IVR in Microsoft Copilot Studio

Interactive Voice Response in Agents

Copilot Studio supports interactive voice response (IVR) with 2 types of voice-enabled agents: basic voice agents and real-time voice agents.
It supports speech and DTMF or dual-tone multi-frequency input, context variables and call transfer.
Using Azure Communication Services, we can setup IVR on a new number or use an existing number.
Use cases: Call centers, mobile apps, messaging platforms.
It can collect user input using speech and DTMF inputs using number pad.
Learn more by reading about Dynamics 365 Contact Center.

Basic voice agents use classic orchestration.
It uses natural language understanding models for intent recognition, entity extraction.

Real-time voice agents are used in generative orchestrations.
It uses speech-to-speech real-time model to achieve a low-latency and natural conversation flow.