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Tag: {How to} Use answering machine detection and proactive engagement tools in Copilot Studio

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{How to} Use answering machine detection and proactive engagement tools in Copilot Studio

Copilot Studio 0

Hello Everyone,

Today I am going to share my thoughts on how answering machine detection and proactive engagement tools work.

Let’s get started.

In Microsoft Copilot Studio, you can leverage Answering Machine Detection (AMD) and Proactive Engagement tools to automate outbound voice workloads and improve customer interaction efficiency. These features are primarily used within Dynamics 365 Contact Center or Customer Service to handle high-volume proactive outreach.

Answering Machine Detection (AMD)

AMD allows your AI agent to distinguish between a live human and a voicemail system, triggering different automated workflows accordingly.

  • Configuration: AMD is managed through a specific Answering Machine Detection system topic in Copilot Studio.
  • Workflow: You can define what happens when a machine is detected, such as:

Leveraging a Message: Use a Message node within the AMD topic to specify exactly what the agent should say to the voicemail.

Ending the Call: Automatically hang up to void nonproductive connections and save costs.

Real-time Outcomes: The system shares call outcomes (e.g., LiveAnswer, AnsweringMachine) in near real time, helping you track campaign efficiency.

Proactive Engagement Tools:

Proactive engagement enables your organisation to initiate outbound calls instead of just waiting for inbound queries.

Dialling Modes:

  • Copilot: The system dials the customer and connects them directly to the AI agent. Ideal for automated notifications like payment reminders or service alerts.
  • Progressive: Copilot starts the call to perform basic tasks (like verifying the right person is on the line) before handing off to a human representative.
  • Predictive: Automatically places calls based on predicted representative availability

Setup Requirements:

  • Create an Outbound Workstream in the Dynamics 365 Contact Center admin center.
  • Assign a phone number enabled for outbound calling.
  • Use the Voice template when creating your agent in Copilot Studio for the best compatibility.

Messaging: For text-based engagement (e.g., in Microsoft Teams), you can use Power Automate Flows to trigger proactive messages or Adaptive cards based on specific business events.

That’s it for today.

I hope this helps.

Malla Reddy Gurram aka @uk365guy